Bolero Resort

Review: My husband and I stayed at The Bolero with our 18 month old son on May 9-11, 2014. On the night of may 10th, at approximately 3:30 am, we were awoken by strangers entering our room with a key. Evidently, the woman working at the front desk was new and sent these people to a room that was already occupied, allowing strangers to enter the room where my child was sleeping in the middle of the night. I have reached out to the management of The Bolero in person and over the phone. The manager will not speak to me regarding this issue and phone calls have not been returned.Desired Settlement: Following this incident, my husband and I were both too unnerved to sleep. We would like to be reimbursed for our stay because the hotel staff created a situation that put us and, more importantly, our young son, in danger.

Review: My reservation number was [redacted], for a stay June 28-July 1, 2013. When I booked this room, I decided on this type "A" room, according to the pictures that are posted on the website for the hotel.The room we were given, room [redacted], did not match the online photos for this room type.I was told upon complaint, that this room was built on the floor after the other type "A" rooms were completed.There were no entertainment centers, desks or tables also as seen in the pictures on the website. There also was no open floor space in the bedroom as seen in the photos.As a result of the lack of room, I had to arrange to have my 1 year daughter stay with someone else for the days we were there because there was not enough room anywhere to set up a place for her to sleep.This room is advertised to accommodate 4-6 people and we barely fit 4.At various times, I asked to speak with a manager throughout the weekend and was told he was noy on site.Additionally, the sofa bed which was used by my 2 older children was broke.Every spring, but one which attached the mattress to the frame was broken. When I complained about this, I was told "sorry". It presented a hazard to anyone who laid on it. Additionally, upon check in our air conditioning was not working.Again, I complained at check out and was told AGAIN there was no manager on site to speak with. When we checked out, I was able to see the other rooms on that floor and saw that they did match the advertised photos on the website as a Type "A" room. This would have been suitable for us, but was never offered to us to remedy the situation.The woman at the desk told me "next time, tell us you do not want to stay specifically in Room [redacted].At this time, I am requesting a FULL refund of our stay, totaling $684.00.I incurred more expenses having to have someone watch our 1 year old because we could not accommodate her sleeping with us.I have emailed the manager of the hotel on July 3 and July 23, 2013 with no response.Desired Settlement: I am seeking a full refund of our stay, $684.00 based on the hotel room we were given in comparison to the photos which are advertised for this room on the hotel's website. Further, I incurred additional childcare costs because the room was unable to accommodate sleeping space for our 1 year old daughter. Again, the advertised pictures demonstrate a bedroom with ample floor space to accommodate a pack and play. The room we were given did not have any floor space in it, besides the approximate 2-3 feet around the two sides and bottom of the bed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The response From the manager is completly inaccurate. Room 6000 only has 1 bed and a Sleeper sofa which was very unsafe due to several broken springs. Furthermore I was told by the front desk on Multiple occasions a manager was unavailable.

Regards,