Cruise Stop Guest House

The location was great, and the room itself was good, with a small shared kitchen and a private bathroom. It could have been a good stay, but the check-in was extremely stressful and unprofessional. The service and communication felt very different from hotels I’ve stayed at elsewhere, and I found their communication style unusual. When I booked, there was no clear notice that we’d have to register through a separate online system and send passport numbers and photos. After I paid, they sent a link with many questions beyond the guest’s name and country of residence. I wasn’t comfortable sharing that information with unknown people overseas, so I chose the option they offered to show the passports at the property. The listing and Booking.com had confirmed this option. A few days before arrival, the property started repeatedly asking for the passport details online. Messages and calls came from several numbers, including one from the UK. The tone became aggressive and stressful. They kept saying they wouldn’t send the room access instructions unless we submitted passport photos in advance, despite the agreed option to show documents in person. I contacted Booking.com support twice, but the property didn’t respond to them. About an hour before check-in, while I was on the phone with Booking.com trying to arrange another place for my family members, both over 60, the property suddenly texted that someone would meet them at the address shortly. The in-person interaction wasn’t friendly either. She wrongly said I hadn’t noted that the booking was for someone else, even though the guest’s name was clearly in the Booking reservation details. This added a lot of negativity to our vacation. I wouldn’t recommend staying here unless management improves its communication, stops asking for sensitive personal information online or through unofficial WhatsApp numbers, and treats customers more professionally and respectfully.