2/10 糟糕
Nataliya
与配偶出行
2026 年 3 月 9 日
不满意：住宿条件和设施，清洁度
The front desk is the face of the Grand Roatan Kimpton resort. The receptionist's service was unacceptable for a hotel of this level.
We arrived at the Kimpton on February 17 at noon, like many other guests, a line of almost two dozen guests was behind us. But, after a long talk that we hadn't booked a bungalow, we couldn't reach an agreement. We are 72 and 78 years old, and without any respect, were sent to a separate bungalow with a dangerous staircase inside, the unlit, with broken lighting and a crooked gravel approach. I have a video. We asked to speak to the manager, and one of the three young men suddenly told us he was the manager. We were treated as if we had done something bad and were being punished for it. The receptionist explained that we booked our vacation through Expedia, not through IGH, and chose the wrong room. We can't pay extra, and there are no available rooms for us! All the remaining guests stayed in the building; we could see them heading to the elevator. We met and focused on the money only, and we did not get any customer appreciation or empathy. The damage was done. The next morning, professional front desk supervisor Belkis quickly got the room that matched our reservation. Dear Belkis! Thank you very much.
The hotel was not fully booked at all. This was our second visit to the Kimpton resort.
This year we appreciate the breakfast waitress Jeidsi Valdez at Alera, the friendly Kianny waitress at the Sea Cat, beach guard Byron.
Nataliya
2026 年 2 月入住 8 晚
