Unfortunately, our stay at Hotel Plaza Genova was overshadowed by a very negative experience with two staff members, Tania and Oscar.
We were charged 250 pesos for a âlostâ parking ticket slip, which they claimed was missing and blamed on us. Later that same day, we found the ticket inside our car, meaning it was never lost. Despite this, they refused to acknowledge the mistake or refund the charge.
They also did not want to listen to my husband when he tried to calmly explain the situation. Their only response was that they were âfollowing hotel policy,â yet this policy was never explained to us at check-in, nor were we informed about additional charges if a parking ticket was supposedly lost. Itâs frustrating that they insist on enforcing policies that werenât disclosed, especially when the issue resulted from their own mishandling.
What made the situation worse was their unprofessional attitude, acting as if they had absolute authority and no accountability. Several other employees even expressed discomfort with how these two behave at work due to their romance relationship which further affected our perception of the hotelâs management and professionalism.
This experience left us feeling disrespected and disappointed. The hotel itself may be fine, but interactions like this with staff can completely ruin a guestâs stay. I hope management addresses this seriously so future guests donât go through the same situation.