I was really looking forward to staying at Hotel ROC Illetas & SPA, but my experience was beyond disappointing.
From the start, there were major issues. Upon arrival, we were told there was nowhere to park, forcing us to park far down the street with no assistance for our luggage. Check-in was awkward and unwelcoming, setting the tone for what was to come.
When we entered our room, it was extremely hot—the air conditioning wasn’t working. Worse, there was mold growing in the bathroom, stained furniture, and an overall strong musty odor that made the room feel completely unclean and unlivable. The furniture was so dirty and stained that I didn’t even want to sit on it. At that moment, we knew there was no way we could stay in this hotel.
Feeling completely misled by both the hotel and Expedia/Hotels.com, we immediately left and had to book another hotel last-minute—costing us an additional $3,000. When we requested a refund for our five-night stay ($2,784.10), the hotel flat-out refused, despite the fact that we spent less than 10 minutes in the room.
I even submitted photo evidence showing that the room was completely uninhabitable, yet they are still refusing to make this right. I rarely write negative reviews, but the way this hotel gaslit us and refused to take accountability is beyond frustrating. Avoid this hotel at all costs!
