2/10 Poor
4 March 2019
62 yr. old's nightmare with San Juan Apartments
This was the worst experience of my life! First off there was no address to this place on the site. The picture was the bedroom. After driving 7 hours we get there and could not find the place as there was no street name or unit number. We called the phone number twice and no one answered. Google maps car led us to another resort,not San Juan Apartments. A kind man at a Tourist information kiosk said that there were many San Juan Apartments in Urbiztondo and we needed a unit number and street name. Google walking map took us to a white apartment building and some teenagers standing around outside said it was San Juan Apartments. A guy named Michael arrived by motorcycle and the teens said he was the guy in charge. So we talk to him and he says we have NO BOOKING! I told him I have a confirmation number from Hotels.com. He calls the owner (Noel). I get on the phone with Noel and he says he wasn't able to access the internet and booked another person into our unit. Then he tells me that he has a small house he can rent me but I have to cancel the Hotels.com reservation and just pay him cash. I called Hotels.com to help me. Leigh talked to Noel who said he had the 5th floor available but the restroom was common & outside. Well the restroom was on the 1st floor! What?? After 2 hours on the phone with Leigh, & Noel, Leigh booked us into a fabulous hotel at no extra charge. Hotels.com is the best! They took care of us 1000%. Thanks Hotels.Com! BOO San Juan Apartments!
Patricia
Patricia, 3-night family trip
Verified Hotels.com guest review
