Eden Extend Fisherman Village

Booking.com customer service handled this fairly and professionally. They reviewed what happened quickly, stepped in to help, and resolved the issue when the property wouldn’t. My experience at Eden, unfortunately, was extremely disappointing. The room was spacious, but there was a persistent sewage smell from the bathroom that spread throughout it. Staff tried chemicals, but within an hour the odor was unbearable. The room was also beside a trash and cleaning area, with bins right outside the entrance. I raised the problem with reception straight away and was first told no other rooms were available. Because I couldn’t comfortably stay with that smell, I booked another hotel. Only after I’d arranged other accommodation did someone say they might be able to move me. Then came nearly two hours of waiting and repeated conversations with different reception staff, with little effort to sort it out efficiently. The worst part was management’s response. I was passed to the owner by phone because he hadn’t replied to the cancellation request through Booking.com. He said reception had never told me there were no other rooms, even though staff had confirmed that earlier. He repeatedly interrupted me, wouldn’t let me explain fully, said it was “not his problem,” and refused a refund. I know hotel problems can happen. How they’re handled matters. With professionalism, transparency and basic customer care, this review could have been very different. The room’s size couldn’t outweigh its condition or the way my complaint was treated.