2/10 Terrible
Mark
Travelled with family
6 Aug 2024
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
We recently stayed at the Diplomat on a last minute booking through Expedia.
Ultimately, we chose this hotel based on its 4 star rating assuming that we would be comfortable for our short and busy stay. We had also considered the Barcelo.
My experience and expectations of a 4 star hotel were not met in this hotel. We booked a standard room and our first room had what I presume to be black mold in the bathroom on the door and ceiling tile and mildew on the windows. As a result it smelled bad. The baseboards were missing pieces and dirty, walls had spots and stains in places, and the furniture was old and in disrepair. I made a complaint to the hotel and the next morning to Expedia. I had paid the hotel in full and felt hostage unless they refunded and allowed us to switch properties.
The hotels staff did reply to our complaint via email and the front desk greeted us when we returned form a day out. They were eager to help us by switching rooms. The first room I was shown on the same floor also had an issue with moisture and mold in the bathroom. They then showed us another room that while still not meeting my expectation of 4 star was an improvement over the other two. The staff was respectful and helpful throughout this process. They offered to help us move and seemed to understand that the issues I had with the hotel were nothing they could change.
The 3 rooms I saw were on par with a Days inn. I expected quality like Marriott, Embassy, or Hyatt which is not accurate
Mark
Stayed 4 nights in Jul 2024