Santos Hotel

It was an extremely unpleasant stay during my 6 nights at this hotel, filled with excuses from the front desk in-charge and rude service from the restaurant staff. The first night was relatively acceptable, though the room was dated, the mattress hard, and only one pillow provided. However, the nightmare truly began when we received a memo slipped under our door informing us that the hotel’s hot water pipe had burst and repairs would be completed soon. We were have no choice but to shower with icy cold water in the meantime. The next morning, another memo arrived promising that hot water would be restored by evening. We waited, but it never happened. When we called the front desk, we were told it was still not repaired. Out of “goodwill,” they offered us complimentary breakfast. At breakfast, the unpleasantness continued. After waiting a few minutes to be seated, a waitress led me to a table. Before I could even start my meal, another staff member came over questioning whether breakfast was included in my stay. I showed her the complimentary voucher, but instead of apologizing, she lectured me to “wait to be seated next time.” I told her next time please check with your staff first before making assumptions that I walked in by myself. She apologized, Moments later, while I was at the salad bar, I accidentally placed the tong in the wrong spot. She immediately rushed over and said, “Next time please put the tong back in the right place.” I was stunned — as a paying guest, it was my first time ever experiencing such rude treatment in a hotel. The poor service didn’t end there. We occasionally had tea in the room before heading out, only to return later and find that the used cups and glasses were never washed. When we asked the front desk, the manager claimed that housekeeping “does not include washing cups or glasses because guests might not like cleaners touching them, or might still want the drinks inside.” What a ridiculous excuse! If that’s the logic, why then do they make our beds? To make matters worse, the hot water supply was never restored during our entire stay — right up until check-out. Note: We did not change hotels only because of their repeated empty promises that the issue would be fixed the next day, and to avoid the hassle of finding last-minute accommodation. They offered some compensation on the room rate, but no discount could make up for such terrible service. If I could give zero stars, I absolutely would. This hotel is full of excuses, poor standards, and shockingly rude staff. Unbelievable experience.