Hotel Magnolija

I booked my hotel with free cancellation, but my trip had to be cancelled 3 days before my trip because my flight was cancelled — a force majeure situation entirely outside my control. By the time the trip was called off, I had unfortunately missed the free cancellation deadline. I fully accept that. What I don’t accept is how the hotel handled it afterward. I contacted them through Booking.com, who reached out on my behalf — I was told they were waiting on a response that never came. I personally sent the hotel around five messages: no reply. I called twice, and each time was told management would review my case and get back to me. No one ever did. Despite this ongoing back-and-forth, the hotel went ahead and cancelled my entire booking after 1 day from the start of the reservation as a “no-show” after the first night, without any refund, and charged me the full amount for the whole stay. So not only was I ignored throughout, I was also charged in full for a stay I never used, with no explanation or communication. Given it was high season, the room would almost certainly have been resold with no loss to the hotel. I understand the deadline was missed and don’t dispute that. But being charged in full while being completely ignored — across Booking.com, messages, and phone calls — is what I take issue with. That’s not something I’d expect from a reputable hotel.

We are very satisfied. We booked a suite instead of two single rooms. In order to avoid the snoring problem, we asked the staff to set the sofa as a second bed, which they did without any problems. The breakfast was really rich and varied. All in all, a perfect stay.

The floors of the room were not cleaned for a week and the only tiny trash can of the room was not emptied for three days in a row and for us the biggest issue was that prescription drugs disappeared from the nightstand in the middle of the trip.