2/10 Poor
5 November 2024
There was BLACK MOLD in the bathroom. I approached the receptionist, made aware of this and that i woild need a different room. He casually said they can provide a fan ! I told him that black mold is toxic and hazardous to the lungs. He then offered a refund. I said I still need a place to stay. He said everything was booked. I said that i arrived with certain expectations and that he would need to provide a better option. He then proceeded to phone someone (I'm guessing management) and then said they could accommodate me at Villas Sicilia which he said is their sister hotel, a 16 minute walk from Villas Santander. I had three pieces of luggage to haul with me. He offered no transportation to get there and i had to call an Uber. Upon arriving to Villas Sicila, it was closer to midnight. I was let into my new room and found small spores of black mold in the bathroom and the shower curtain had RED build up on the bottom of it which means bacteria growth. Trying to reach ANYONE through this app was impossible. I kept getting AI Bots and gave up as it was past midnight and i was exhausted. Hotels.com needs to make this right as no one should have to experience a hotel stay at the cost of their health and well being.
And how convenient for this app to have the photo upload feature not working as I write this to avoid showing you what I saw.
Patricia
Patricia, 1-night trip
Verified Hotels.com guest review
