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| - Would never stay here again and no one else should. If you request a room for 3 people and two beds, they give you one king bed. Good luck snuggling.
We booked through a third party website for 2 rooms with 3 people each on Feb 27 2018 for a reservation in May. The description as elite premiere view with 2 beds and and 25-30 some sq meters with a fridge, coffeemaker, and non-smoking.
I called April 25 to confirm the reservation using the confirmation number, asking if the rooms were adjacent. She said the have the reservation and that the rooms are adjacent, and this was in the notes. I asked about the payment and found that the hotel fees on the third party site were separate hotel fees than the resort fee at check-in. But whatever, understandable, so I requested to pay this ahead of time. Cassandra sent me the secure document, and I'll admit that I forgot to sign it. However I didn't know there was an expiration on the document until I called again.
On May 14 I called again and asked to confirm if signing the secure document and sending the PayPal would still be valid. She spoke with her supervisor and said the document would still be valid if I sent it right away that night. For this representative, I forgot to note her name. I also asked again just in case that the rooms were adjacent. She confirmed. I signed and sent the paypal payment that night.
A few days later, upon checkin, even though I called the hotel directly multiple times and spoke multiple stratosphere representatives about the reservation... the rooms were on 22 and 23, one is reeks of cigarettes and weed, and both have one king bed each. 3 people in one king bed? Magid the supervisor checking us in had noted this, and without us asking, said they can't send up a rollaway bed. So how exactly do three grown people sleep in a single king bed? Please inform. How is the room capacity 3 for an "elite premiere" with ONE king bed?
When asked how we could get two beds, Magid said that he can downgrade our room and charge us extra for the second bed. Excuse me? Downgrade AND a charge? Magid's excuse is that the hotel is booked this weekend. So they knew it was busy and they have 7 people on staff out of 15 on the desks, and the line to check in is still an hour? I guess the wait makes sense if the front desk has to tell their customers that the room they booked is not what they originally requested 4 months ago.
Don't stay here, and if you have to, bring your own air mattresses.
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