Occidental Atenea Mar - Adults Only

Excellent clean quiet room.
Friendly staff
Amazing room service

L’emplacement

👍

Jättebra. Uppskattade kocken som lagade omelett på beställning. Bra utbud av allt.
Tycket att gymmet var kanon.
Baren var bra, bra personal. Sängen, täcket och kudden var perfekta. Bra med en steamer istället för strykjärn.

Decent location and price

Bardzo dobra lokalizacja ,bardzo dobre śniadania czystość w pokojach na wysokim poziomie

Phenomenal property. With a waterfront view amazing pool and deck that I’m sure in the summer months is gorgeous and packed. The gym and sauna area were just what we needed at that part of the trip. The property was clean, central to hop on hop off, restaurants, and easy to grab a cab to and from.

لم استخدم الإفطار الموقع جيد

I am writing to formally express my dissatisfaction with my recent hotel stay booked through Expedia and to request that this matter be reviewed.

From the beginning of my stay, I experienced repeated issues that affected my comfort, rest, and overall experience.

First, I purchased a three-day breakfast plan. However, each morning when I went to breakfast, the waiter had no record of my plan and loudly announced in front of other guests that I did not have one. Each time, I had to insist that I had already paid. After the first incident, I contacted the front desk and was assured it would not happen again. Unfortunately, it continued throughout my stay, which was embarrassing and uncomfortable.

Regarding staff interactions, I would like to acknowledge that one front desk representative was kind and genuinely tried to assist me, particularly in helping me switch rooms when I was experiencing repeated disturbances. I am grateful for her efforts.

However, aside from this individual, I found that most staff members appeared uninformed about my situation and there seemed to be a serious lack of internal communication. My concerns often had to be repeated, and I frequently felt that staff did not fully understand or follow up on what had already been discussed. I also found some staff to be dismissive and lacking in empathy when I raised legitimate concerns.

Regarding my room, I was initially assigned a first-floor room overlooking the street. I informed staff that I have noise sensitivity and requested a quieter room. I was told no other rooms were available, so I stayed the first night and slept poorly.

The next day, I requested a quieter room again and was told my only option was to upgrade. I paid for a suite on the 12th floor. While the view was better and the noise was reduced, I experienced repeated disturbances late at night. Between approximately 11:00 p.m. and 11:30 p.m., I was awakened multiple times by loud knocking or clapping noises. I went to the front desk, and although they checked the cameras, they could not provide a clear explanation. The disturbances continued after I returned to my room, making it impossible to rest.

Because of this, I packed my belongings and requested another room. I was moved to a second-floor room with no view, blocked windows, visible damage to the floors, and poor overall conditions. Although it was less noisy, it was not acceptable given the amount I paid. I only accepted it because I was exhausted and needed rest.

I also find it difficult to believe that no other suitable rooms were available throughout my stay, and I was left with the impression that my concerns were not being prioritized or properly managed.

Overall, I found the hotel to be outdated, poorly managed, and lacking in consistent guest care. I spent a significant amount of money on this stay, especially as an international traveler, and I expected much better service, hospitality, and professionalism.

I am also concerned that I may have been treated differently, as a Black/minority guest, due to the repeated public embarrassment regarding my breakfast plan and the lack of appropriate support when I raised concerns. While I cannot state this with certainty, the pattern of treatment was troubling.

This experience caused me significant stress, disrupted my sleep, and diminished the quality of my trip. I am requesting that Expedia review this matter and consider appropriate compensation or remediation.

I have always trusted Expedia for my travel needs, and I hope this issue can be handled fairly and professionally.

Thank you for your time and attention. I look forward to your response.

Sincerely,
Margaly Valcourt