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Chula Vacation Packages

Cleanliness

The staff was great! The property was beautiful. The fine dining was good. But our room could have been better. The blinds were filthy, My bed had something in it that needed brushed off before I laid down. The bathroom had hair on the walls and the molding was brown from lack of cleaning. This is a beautiful historic hotel. And the staff we encountered were great. But the cleaning staff needs to get better.

When I arrived, I was informed that no rooms were available, despite having called ahead to let the hotel know I would be arriving late. My reservation had been prepaid through Expedia, yet I was told there was nothing the hotel could do. I sat down to contact Expedia, whose agent was courteous and immediately called the hotel to resolve the situation. After being unable to make progress with the front desk, the matter was escalated to another Expedia representative, who also contacted the hotel and ultimately arranged alternative accommodations. While I was on hold with Expedia, the front desk clerk interrupted to ask whether I intended to remain at the hotel until his supervisor arrived. I explained that I was simply waiting for Expedia to complete the relocation. He then told me he would call the police if I did not leave. I found this response particularly troubling given that the hotel had failed to honor my reservation in the first place. Although I was understandably upset, I ultimately left. The Expedia representatives were also taken aback by how the situation was handled. This was an extremely disappointing experience. A hotel should make guests feel welcome and supported, particularly when an issue arises through no fault of their own. Instead, I was made to feel as though I had done something wrong. Based on this experience, I would not recommend this hotel and will be sharing my concerns with corporate management.