Hotel Isabel

The room was clean and a good size when my friend and I checked into the Hotel Isabel on Oct 18. Check-in went smoothly, but the air-conditioner leaked badly, leaving water all over the floor. We told maintenance, and it was never fixed. On the fourth day of our seven-day stay, I stepped into the shower and the entire glass door shattered around me. I got several cuts and was shocked. Thankfully, my friend passed me flipflops so I could get out without further injuring my feet. At reception, they offered to move us and give us 2 breakfasts from a small menu, not the regular one. I asked to speak to the manager. They said they'd contact someone and get back to me. We were moved from a room with 2 queen beds and a balcony to a noisy room with a king bed, no balcony, and a kitchenette. We hadn't asked for an upgrade. They said no other room with 2 queen beds was available. The kitchenette had no cutlery, dishes, glasses, or anything else, so it was useless. When I asked again about compensation at checkout, they said the manager wouldn't do anything more. They valued the breakfasts at 180 pesos ($13 cad/$10 usd) and the upgrade at 1000 pesos ($75 cad/$55 USD). The glass had shattered, and we had to change rooms. I don't think that was acceptable. I wasn't asking for a free stay, but I do think some monetary compensation was warranted. A few other things weren't major, but are worth mentioning: the pool had only very uncomfortable chairs, no loungers; there was a coffee maker in the room but no coffee, sugar, or cream, which you could buy at the restaurant; the kitchenette had no supplies; and there were no safe instructions in English or Spanish.