Holiday Resort & Spa Guam

The location is the one good thing. At first the rooms looked clean, but the linens were old and had hair and stains on them. Everything smelled moldy. There’s been no hot water since December, and now it’s March. That’s not acceptable. I won’t stay here again.

They changed us to another room quickly, which is why I gave service five stars, but the new room still had barely warm water, a tub that hardly drained and was full of soap scum, and sheets that smelled of mildew or mold. In the first room there was heavy mold. The place is really run down, which is sad because you can tell it must once have been nice. The beautiful pictures felt like getting catfished. The “save our earth” signs don’t mean much when you have to flush five gallons or more to get anything down the toilet. Even the toothpaste was so old it had dried out.

The front desk staff were friendly, apologetic, and professional, and our third-party booking provider refunded us about 48 hours after the hotel contacted them. But we checked out after only about 30 minutes in the room because the problems were overwhelming. The receptionist said these were among the most common complaints, especially the water issue, which affected all the rooms. I hope the owner fixes things for future guests, but we’ll never stay here again. The lobby looked grand, spacious, and well kept. Once we got off the elevator on the fifth floor, though, the worn, moldy doors and walls and the smell in the hallways made it feel like a different, neglected hotel. Our room looked okay at first, but there were no towels. We called three times and got no answer, so we went to the lobby to ask for some. While one of us did that, the other turned on the shower. The tub filled nearly to the brim and wouldn’t drain, even after we flipped the stopper back and forth several times. The water stayed ice cold, never even a little warm. My husband showered anyway after our four-hour flight and seven-hour layover because we badly needed to freshen up. The toilet barely flushed after five or six tries, despite the signs about an “eco friendly water system.” We asked for a refund and checked out. The staff said the hotel would issue it once our third-party booking provider contacted them.

The staff I met were all very friendly, and the hotel is spacious, clean, cheaper than nearby places, and well located for Bay views. The rooms have enough furnishings and are adequately appointed. It feels a little dated, though, and the internet was painfully slow. The main problem was the water. I tried showering at 10 pm and again at noon the next day, and it was tepid at best, never properly hot or warm. I also selected the airport transfer option and tried to confirm it, but no one answered the phone and my email only got a reply the following day. Nobody was there when I arrived, and several more calls went unanswered. At check-in I was told the hotel stopped offering transfers during Covid. The unreturned calls and lack of hot water would have worried me if I were staying more than one night.