Sun And Sands Downtown Hotel

We felt brushed off at checkout, and the way we were treated during check-in had already left a bad impression. The receptionist, a Filipino staff member, spoke to us rudely and disrespectfully, which wasn't the hospitality we expected. We also saw her respond rudely to another guest who wanted to speak with a manager. She reportedly said, “I am the owner, talk to me,” instead of handling the situation professionally. We found that shocking and inappropriate. Guests should be treated with respect, and that wasn't our experience. I hope management takes this seriously and gives staff more training in customer service and professional conduct.

The only nice thing I can say is that the room boy was kind. The reception service was awful and unprofessional, and this place doesn't feel decent for a 3 star hotel. There was noise from outside and the club, so relaxing or sleeping was hard. We were also told a guest would cost an extra 50. In the room, the toilet was leaking, the floor was wet and slippery, the towels felt itchy, and the refrigerator didn't work properly. The room smelled like pee, too. There were no amenities at all, not even water, coffee, or a dental kit. The rooms also don't match the photos on the booking platforms. The worst hotel at best!

Emar, a Filipino receptionist, treated us with a shocking lack of respect. Her attitude caused delays and stress, and we nearly missed our flight. Even though we'd paid for our stay, she looked at us as though we'd done something wrong. That kind of communication is unacceptable for a hotel. We expect respectful service, and this fell far below the standard we expected. Management should take this seriously and make sure staff get better training in customer service and professionalism.

At checkout, they demanded payment for a TV problem we hadn't caused, even though the TV was already broken when we arrived. I expected an apology for the service we'd received, but they kept asking us to pay instead. They never apologized, and spoke rudely and sarcastically. When you point out their poor service, they insult you. The disrespect was on another level. I don't care about the money, but I won't accept being treated that way. Never again, and I will report this. The TV wasn't the only issue. The room hadn't been checked before we arrived, and there were no towels or toiletries. The phone didn't work, so we had to go down to the lobby just to ask for towels that should have been ready at check-in. We didn't bother reporting the broken TV because checking the rooms is their job. Terrible staff and a very bad hotel. One of the worst experiences I've had.