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at the El Embajador, a Royal Hideaway Hotel
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Excellent Hotel and experience
Sep 14th, 2020
Hotel is in excellent condition and the rooms are awesome. I am coming back to visit this hotel in October. The reception service to bar service was excellent. Rooms were very clean and the food while a little high was very good. TRIPADVISOR.COM USER
It is a LONG review but you will NOT REGRET reading it!! I'VE NEVER BEEN MORE HUMILIATED IN MY LIFE!!!
Aug 28th, 2020
Never in my entire life have I ever been so humiliated!! Let me start off by saying, I have been a customer of the Barcelo Hotel Group for over 7 years. Literally to the point where me and my family stay at their hotels about 8 times a year. We travel to Dominican Republic very often and ALWAYS stay there. I made my reservation at Barcelo this week to celebrate my son’s birthday (he was turning 5) and received an email from them stating that due to Covid-19, this hotel was closed but that they are sending our reservation to their sister hotel El Embajador a royal hideaway. I didn’t see anything wrong with that because I trusted that the Barcelo Group would provide great service. We arrived to the hotel and did check in like we regularly would and they give us our room key. When we head upstairs to the room, the room seemed nice but the floor was filthy so we called front desk to please send someone to sweep the floor. When the lady arrives I tell her thank you for cleaning the floor and ask her if its ok that we hang some balloons and decorations up around the room for our son’s birthday and she smiles and say “yes, that’s sweet, no problem.” in Spanish. So we gladly hang it up for our son. The next day we receive a call from front desk saying that someone informed them that we had balloons put up in the room and it wasn’t permitted so I apologized and explain that their cleaning lady told me it was ok and had I known it wasn’t I would have never done it and that I will take them down immediately. They said, ok and hung up. The day after that was supposed to be check out but our flight was resceduled so we had to make a reservation for another day and the reservation went through sucessfully. We go to reception and tell them we booked another day and the receptionist tells us that the reservation doesn’t show up yet but that everything is ok and that we can go about our day regularlly and we did. We see that 2 hours pass and they still haven’t told us anything about our reservation so I go back to the front desk and ask and she tells me, hold on let me ask in the back. I wait and she tells me the general manager/director Mrs.Katiuska Méndez is going to come out and talk to me so I said ok, so the manager/director comes out and tells me that she doesn’t know why the booking agency would allow me to book another day if they no longer have any room available. I was so upset I cried because they waited 2 hours to tell me this. So I call my booking agency to make sure I don’t get charged for this reservation and the agency tells me that only 20 minutes prior to my call, they received a message from Katiuska Méndez that they WILL NOT approve my reservation due to damages to the property. I couldn’t believe that the director/general manager was lying to my face and even worse, saying that to the agency when we hadn’t caused any damages. I go speak to her again and ask her why she so boldly lied to my face, her response was “I didn’t want to make you fell bad.” WHAT?!?!? "What do you mean? How is this ok? I ask her, what damages did I cause to the hotel that were so severe that you are telling me I can’t book here like if I trashed the room or broke something?" She said, “You put up balloons in the room without permission and there was a really dirty towel that room service had to clean.” I couldn’t believe what I was hearing! I said, “I have been a valued guest at your sister hotels for over 7 years, I have spent thousands of dollars booking in your hotels and you are telling me that because my child spilled soda and we used a towel to clean it and because we hung a few balloons you are kicking us out so viciously! When the room service cleaner told us it was ok in the first place and we took them down the minute we were informed it wasn’t accepted.” And said “we see you've stayed at the hotel group countless times but YES. THATS EXACTLY WHAT IM TELLING YOU AND I AM ALSO INFORMING YOU THAT I HAVE MADE IT SO THAT YOU ARE NOW BANNED FROM ALL OF OUR HOTELS EVERYWHERE!” I freaked out, I raised my voice and told her how can they do that to us over a balloon. I was so embarrassed I felt like I wanted the ground to swallow me whole because the entire staff saw what she was saying to me. Even the young lady in the front desk told me to try to reach out to the Director of the hotel because what Katiuska Méndez was doing to me and my family was so unacceptable. IF ANY OF YOU LOOKING TO STAY AT THIS HOTEL HAVE CHILDREN, PLEASE RUN AS FAR AWAY FROM THIS HOTEL AS POSSIBLE. This woman did not care that me and my children had no where else to go at that time and were embarrassing, mistreating, ridiculing and discriminating me all over a balloon being hung in our room for our son’s 5th birthday after their staff told us it was ok. She did not care about our well-being, she was rude and cold and didn’t care loosing a customer they hav had for years, so imagine how they are with new ones. THIS IS A HOTEL OF HORROR! They lost a very loyal customer. TRIPADVISOR.COM USER
Aug 27th, 2020
It was a pleasure! Omar Arias is amazing and served us in the best way possible , and always with a smile. Everyone here is so nice, warm people. We are really excited for our next visit! Thank you very much. TRIPADVISOR.COM USER
I go for breakfast every week and I live here!
Mar 13th, 2020
Amazing service and a great experience. Food is amazing. It is always one of the highlights for my week to eat here. Beautiful oasis in the middle of the city. Love it. Special mention Mariel Baez is a most excellent server - always around when needed, but professionally absent when not. It's an art many could use learning! TRIPADVISOR.COM USER
Mar 8th, 2020
Comfortable and clean bedrooms. Average choices of food for breakfast it could have been better for its five stars. Great pool, gym and spa with a welcoming staff. The hotel is located in the heart of Santo Domingo. TRIPADVISOR.COM USER
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