Arte Cruz Volcán

The room was spacious and clean. Breakfast options were good, and the most important part for me was the airport shuttle, same was on time. The staff was very friendly and efficient.

My initial experience with the property was great, which is why I returned and even referred others. Unfortunately, my second experience was completely different. I was charged a deposit specifically to hold my room, but when I was able to check in, I was told the room had been given away. Had I been clearly informed in advance that paying the deposit did not guarantee the room would be held, I would have made other arrangements. What was most frustrating was the lack of accountability. The property blamed Expedia, while Expedia pointed back to the property, leaving me without a resolution despite having been charged to secure the reservation. The property was also extremely inflexible and not completely transparent about its policies up front. This was particularly disappointing after having such a positive first experience and recommending the property to others. I am requesting that Expedia review what occurred, including why I was charged to hold a room that ultimately was not held for me.

The room service was good. We got no discount voucher as promised for anything. The refrigerator was never stocked. We booked for 3 and only got 2 bottles of water at any given time. They were short on towels and rags. No valet service was available to assist with our bags in the morning of our departure as they do not have any available for early hours. The outlet mall was not bad but most stores were unoccupied so the selections were extremely limited. When we wanted to book our tours, that desk was unmanned several times before we actually got through.