Luce d'Alma Suites Resort & Spa

We didn’t end up staying, and were told we’d get a full refund. The hotel had good reviews on booking.com, where we made the reservation, but it was very dirty and falling into disrepair. There were cobwebs, thick dust and grime in the rooms, and the sheets were stained. The bathroom was filthy, with a grasshopper in the sink. The pool had grime on the water and rotting fruit around one side from a nearby tree. Staff were polite when we raised the cleaning issues, but nothing was fixed.

It’s disappointing to rate this place so low because at first glance the rooms and pool look amazing. But up close, everything was dusty and covered in spiderwebs, including the lobby, which looked as though it hadn’t been cleaned in years. The pool had dust and all kinds of insects in it. We were told our room had just been cleaned, but it was dusty and web-covered too. The tub had a thick layer of dust and spiders, and when I tried to clean it, the water wouldn’t drain. The shower hadn’t been cleaned, had long hairs everywhere, and only half of it worked. The toilet wouldn’t flush. All the towels and sheets had lots of stains. We’d paid for breakfast, then were told there wasn’t any. They said they might arrange it somewhere else for an extra charge. We left after one night out of the three we’d booked. It feels like the owner and staff have given up on the hotel and don’t care anymore. So sad.

The central pool is stunning, and the staff were friendly, but the hotel seems run down and poorly cared for. They didn’t provide the included breakfast because, apparently, the restaurant had closed. During our stay, the shower handle broke, our feet went black from the floor, pool tiles were coming loose, and the sinks were dirty and blocked. Some of the wiring also seemed unreliable. It’s a shame, as the place has a lot of potential.

The place looked abandoned as soon as we arrived, nothing like the photos and reviews I’d relied on when booking in April 2022, even if those weren’t fully up to date because of coronavirus. There was no restaurant or spa. Both the rooms and common spaces were dirty and dilapidated. Two men managed the property; only one spoke English, and they spent the day sleeping on the lobby couch. Our room was dusty and filthy, with cockroaches in the bathroom and a floor so dirty it made your skin crawl. It was also falling apart: the windows wouldn’t shut, curtains were broken, outlets and cables were exposed, and the tub wouldn’t drain. Nobody came to clean or make the room up. We had to ask for towels and toilet paper every time. The shared areas were in terrible shape too, with broken furniture piled in corners and cockroaches everywhere. When we asked about the advertised gym, they showed us old, rusty equipment in another part of the building. To get there, we had to cross a passage littered with garbage and dirty sheets, with clothes hanging out to dry. All the rooms were empty, but their French windows were left open, leaving a risk of animals getting in given the state of the building and surrounding area. Our own French windows were broken and wouldn’t close, which felt unsafe, especially with the people managing the place. And despite the listing, there was no private beach with loungers and umbrellas. There was no breakfast either. Guests were sent to the neighboring building and had to pay. I’ve contacted Booking.com customer support. It’s unfortunate this can happen through a well-known booking site. Thank you.