Don't Stay Here! HORRIBLE CUSTOMER SERVICE
Trip Start
Unknown
1
Trip End
Ongoing
What I did
hung out
Rosarito, Baja California, Mexico
Monday, September 5, 2011
When we arrived at the hotel, it was old, as we had read in the comments—no big deal. But, when we went to the pool area to sit in the sun and swim with our two-year old daughter, there were NO chairs available to sit down in. In total between the two pool areas there were about 20 chairs. And there were significantly more people than that! Later, I called the reception and asked Julia, the front desk clerk, if there were more chairs because there weren’t enough, even by half for all the people in the pool area. She responded to me with the worst attitude ever: "That’s all we have." I asked her, “How many guest rooms do you have here?” She said, again in that snarky tone, “A lot!” By this time, I was quite upset and asked for the manager, who, she said, was in a meeting. I hung up. My husband was also angry with the way that the front desk treated me and went to search for the manager himself. My husband explained the situation to the manager: the fact that there are hundreds of people at the pool (it was Labor Day weekend), the fact that reception had treated me with an attitude. The manager (Mario Rodriguez) was nice, but DID NOTHING! He didn’t get us a chair. He didn’t bring out more. He didn’t bring us complimentary drinks. NOTHING! And, he had not been in a meeting, as Julia had said. That night we ate at the complimentary buffet—again, a MISTAKE! We waited in line to eat at the buffet for over 30 minutes! With a hungry two-year old! The next day I went into the bathroom to get the bottle of water that housekeeping leaves. IT WAS OPEN! The bottle wasn’t sealed and it wasn’t completely full! I imagine that all the bottles of water had run out and someone just refilled the bottle and put it in our room! DISGUSTING! And later, we went to get pool towels so we could go swimming. There were none in the towel area, nor was there anyone working there. The area was full of dirty towels and not a single clean one. My husband went to reception to ask for pool towels and was told that there were NONE. How can that be in a huge hotel? Three other people were called to check on towels and my husband was told to go to the pool area to the towel clerk. He told them he had already checked there. Then he was told that they were being washed and he would have to wait. This was only our second day at this HORRIBLE HOTEL! In addition, the air conditioning in our room DID NOT WORK. If you plan on going to Rosarito—stay in a hotel in San Diego and cross the border to visit, but don’t stay at Rosarito Beach Hotel!!!!!!!!!!!
