Hacienda Real del Caribe

We were exhausted after a long trip and expected a restful night by the beach, with a view in the morning. Instead, check-in felt hostile, and nobody warned us about the party noise before giving us a room where it sounded like we were out on the street with everyone. We'd asked about parking before arrival and were told they didn't know where to park, even though a public lot was less than a minute away. They should have been able to point us to it. The room didn't seem to have working air conditioning, the closed window didn't keep out mosquitoes, and the phone didn't work when we tried to call reception about changing rooms. Reception kept calling us back instead of coming upstairs, even though it was obvious we couldn't hear him and the phone wasn't working. Later he admitted he could hear us, so he knew there was a problem. The ringing was stressful, and we turned the phone off. It felt like he couldn't be bothered to come help. There was no other way to reach reception. When we went downstairs ourselves and explained that we wanted to sleep elsewhere because this wasn't up to the standard of a supposed four-star hotel, we were immediately told there were no refunds, as if this happened often. The receptionist admitted he should have told us about the noise, and that he'd also forgotten to explain how the outdated air conditioning worked or where it was. The TV and bathroom were outdated too. Despite these mistakes, he wouldn't do anything beyond saying we had the right to leave. We found another hotel, with fewer stars but a much quieter room, and left. There was also a strange exchange when we asked to check out and get a refund. Reception wanted to inspect the room, presumably to decide whether a refund could be processed. He came up, looked around, then returned with a slight smile and said we'd used the bathroom. We had, of course, after travelling all day and arriving around midnight. When I challenged him, he said it was to see whether he could change our room. Does using the toilet make you ineligible? In context, that explanation felt like an alternate reality. He later said the broken phone wasn't a reason to change rooms either. Why offer a service you can't provide, then ask me to pay for it? Being able to contact reception quickly and easily clearly wasn't a priority.