Lilly Residence-All Sea View Suites, Adults Only

I am writing to express my deep disappointment with a recent hotel stay that I booked through your platform, Lilly Residence-All Sea View Suites. As a Genius member of Booking.com, I have always trusted your services for my travel needs, but this recent experience has left me feeling extremely dissatisfied.

Upon arriving at the hotel, it became immediately apparent that the property was not as described in the listing. The rooms were small, poorly maintained, and not cleaned properly. There were visible stains on the couches, and the pool was in a deplorable condition. The overall state of the hotel was far below the standards I expected when paying this amount(over a 1000$ for a night).

I was so disappointed with the hotel that I requested a refund upon arrival, as I wanted to check into another hotel to salvage my vacation. Unfortunately, the hotel refused my request, even though I only spent one night there and checked out promptly. Despite leaving the hotel, they refused to refund me or even offer a partial refund.

To make matters worse, the manager was extremely rude when I asked him to inspect the room. He dismissed my concerns, laughed at us, and told us that it was our problem. Adding to the frustration, the hotel manager even booked us a reservation at a restaurant without our consent, presumably to earn a commission, which made us uncomfortable from the start.

In the end, I had to book another hotel and incur additional costs just to enjoy my vacation, but I feel completely ripped off and mistreated by this experience.

I am reaching out to you with the hope that you can assist me in securing a refund for this unfortunate stay. I believe that, as a loyal Genius member, I deserve better treatment and a resolution to this issue.

Thank you for your attention to this matter. I look forward to your prompt response and assistance.