4/10 Poor
Maureen, Bel Air Md
11 July 2011
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Not Impressed
Hotel Stella Maris was a cleancomfortablewell maintain hotel. The hotel service was poorly lacking. The manager and owner need to go back to school and take a basic course in hospitality 101. As Americans we were expecting them to bend over backwards to make our stay an enjoyable one.
1) they close and lock the fornt door of the hotel at midnight with no entry. There was a phone number attached to the front door to call for entry. I had my international cell phone with me but received no response when I called My son had to climb the balcony to get into our room then come downstairs to open the door Instead of mangement apoligizing for the inconvenience they accused my son and would not serve him a drink the next day at the pool. Some how according to management this was OUR FAULT. POORLY LACKING IN CUSTOMER SERVICE
2 we had TWO reservations from the expedia web site when we arrived. which was WRONG. We had reserved a family room However the reservatons had two confirmations, one family room and aroom w3beds. ot what was reserved and they had no other family room availablethey told us this was OUR ERROR. They offered us a room with three beds and a double room. They charged us for a triple room rate AND a family room rate No one spoke English so communication was difficult. My cousin from Ascea spoke to the owner at the front desk RELUCTANTLY they refund our money. 3 On top of all this,the hotel charged my credit card 4 times for the rooms!