Cuba Patnem Beach

We booked 3 partially sea-view bungalows months in advance via Booking.com and received full confirmation. Shortly after booking, the property contacted us via WhatsApp asking for a prepayment through an external link, which is against Booking.com policy. We refused based on Booking.com’s advice, who confirmed our reservation was valid. Upon arrival (after overnight travel), we were informed that our booking was “not in their system” and no rooms were available. However: - Our reservation was still fully active and confirmed on Booking.com - The property initially suggested that the issue was related to incorrect pricing uploaded to Booking.com (as the same rooms later appeared at significantly higher rates), and that our reservation had been removed from their internal system. However, this was later contradicted by different explanations, making the situation even more concerning - They suggested we should tell Booking.com that we were a “no-show”, which is highly concerning Instead of investigating how a confirmed Booking.com reservation could exist while “not appearing” in their system, the staff showed no willingness to resolve the discrepancy or contact Booking.com. We were left to deal with the situation ourselves after hours of travel. We were then offered accommodation for one night elsewhere and asked to return later at a significantly higher price. The suggestion to report ourselves as a “no-show” is especially problematic, as it would have shifted responsibility away from the property despite the issue clearly originating on their side. Regarding the hotel’s reply to our friend’s review: – Booking.com reservations do not require guests to reconfirm arrival unless explicitly stated – We did inform them about our arrival time – The claim that the booking “was not in the system” only refers to their internal system, not Booking.com – The booking remained active and valid on Booking.com throughout This indicates a serious discrepancy between their internal handling and their Booking.com obligations. As a direct result, we incurred significant unexpected extra costs (higher-priced replacement accommodation, transportation, and international calls) and were placed in a very stressful situation during our trip. Unfortunately, based on our experience, this does not appear to be an isolated incident. I strongly recommend future guests to be very cautious with this property, as our experience was not transparent and raised serious concerns, especially when asked to pay outside Booking.com.

Be very careful with this hotel. We booked 3 apartments months in advance via Booking.com. Later, the hotel asked us to pay outside of Booking, which Booking clearly advised us not to do. Our reservation was confirmed. We traveled overnight by plane, and upon arrival, we were shocked to find that the hotel had canceled our booking in their own system only, but not on Booking.com. Then they tried to charge us a no-show fee, even though the cancellation was entirely their doing. Absolutely unacceptable behavior. Very stressful experience after a long journey. I would not recommend this hotel. After I checked many reviews I realized that many travelers had the same experience!

DO NOT come here. They try to SCAM and LIE to you. We booked 3 rooms at this place via Booking, and it was confirmed. They tried asking us to pay off Booking site. When contacting Booking customer service, they said not to pay off their system, which was fine. All payments should be done via Booking. When we arrived at the place, they said our booking was not in the system. We checked our Booking account, and the accommodation was still confirmed. They admitted that since we did not pay off Booking system, they canceled the bookings in their internal system only, but not in Booking. They wanted to cancel it with "no show" while we were standing in front of them, but we did not allow them since we should have paid a penalty in this case. In the end they said that if we paid a much more expensive price, they would have rooms from the next day. We called Booking customer service and they solved the problem by offering another place, so we left this place. It's a huge RED flag. Please DO NOT support this place.