MATIE Osiria

The constant shaking and noise from our door made it feel like someone was repeatedly coming in, which was really unsettling. On top of that, the room had no working A/C. The front desk spoke down to us when we called and said A/C wasn't available outside summer. It was stiflingly hot, and with rain coming in, we couldn't get fresh air through the window because there was no screen. We'd booked this hotel specifically for the pool, but when we arrived at check-in and queued as instructed, we were told 150+ people were ahead of us and a spot for my child was unlikely. We were promised a text if a place opened up, but no text came. That took away the whole reason we'd chosen the hotel. There weren't even Q-tips, never mind complimentary toiletries. At least there were towels. We spent two hours trying to sort things out, but our booking site couldn't even reach the hotel. In the end, we gave up and drove three hours home, with our daughter devastated about the pool day she'd been promised. Getting a refund is still a battle, and the hotel hasn't responded. This place has seriously gone downhill since our previous visits, in both quality and guest care. We won't be returning.

The ocean view and the kids’ pool were nice, and the staff were kind. It was clean and close to everyday conveniences, with the basic amenities you’d expect for the price. But the mattress was hard, the pillows were way too high, and the toilet flush was loud enough to wake me. Breakfast was just okay and felt overpriced for its quality. There was also a no-smoking announcement every evening at 8. My family probably won’t stay here again.

The hotel was clean and had a nice view, but the service ruined the stay. A young-looking man at the front desk was extremely rude and unhelpful to an elderly woman who was asking for help. He seemed willing to assist younger guests while ignoring her. They need to do better.

The room wasn’t clean, which was the one real drawback, though maybe that’ll improve. It’s a newly opened place and seems good for a few days, with a nice sea view and decent bathroom amenities.