Hotel Isabella

Very disappointed. The lobby was nothing like the photos, broken A/C, no real amenities, and overall misleading. Another guest was being double‑charged while we waited. We had a family emergency and never checked in, yet the property still charged us and demanded proof of the death to even consider a refund. Completely insensitive and unprofessional. Would not recommend.
The manager's response contains several incorrect assumptions and misrepresentations that need to be addressed clearly.
First, the fact that we did not check in does not make our review false. We were physically present at the property, and everything described in the review occurred BEFORE check‑in including the broken A/C in the lobby, the lack of proper LOBBY amenities, and witnessing another guest being double‑charged without explanation. These observations are valid and directly reflect the condition and professionalism of the property.
Second, I did not review the room. I reviewed the lobby, the check‑in experience, and your refund policy. Claiming I reviewed “cleanliness, comfort, and value for money of a room I never saw” is simply incorrect. Booking.com automatically includes those rating categories in every review, regardless of whether the guest stayed. That is a system feature, not dishonesty. Third, your insistence that demanding medical documentation is “common” is inaccurate. Hotels do not require medical examiner notes or doctor’s letters to consider a refund for a stay that was never used. Your request was invasive, insensitive, and unreasonable, especially during a family emergency.
Fourth, your claim that the review was written “because we didn’t get our way” is dismissive and unprofessional. The review reflects the actual experience we had at your property: misleading photos, poor lobby conditions, another guest experiencing billing issues, and your refusal to refund a stay we never used unless we provided private medical documentation.

The bed was too soft. Therefore it wasnt very comfortable for us. But for people who enjoy soft beds you would love it.

That our room was dirty, our bathroom door had holes and our bed and pillows had stains of yellow and brown stuff on them

No hair dryer and only 2 small towels in room. Also no volume on tv

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