Trail14310387618
Couples · October 20252/10
We stayed for two nights in two rooms as a group of four. One room had a strong musty and moldy smell, while the other was filled with an overpowering lemongrass scent — likely from an insect repellen...We stayed for two nights in two rooms as a group of four. One room had a strong musty and moldy smell, while the other was filled with an overpowering lemongrass scent — likely from an insect repellent intended to mask the humidity odor.
We tried to communicate with the hotel to change the room with the mold smell, but there appeared to be poor coordination between the management and housekeeping teams. There were no proper responses on WhatsApp, and staff frequently showed up at our room without prior notice.
Initially, we were offered a large dehumidifier, but later decided to view other rooms instead. While waiting, the housekeeping team brought the dehumidifier, which we declined, expecting a better alternative. However, after inspecting two other rooms, we found that both had an even stronger mold smell. We decided to return to our original room and requested the dehumidifier again, but only a small one was available — which took another hour to arrive.
It seemed that the entire hotel was facing a humidity issue, as most dehumidifiers were already in use. While it’s understandable for a beachfront property, a hotel of this level should have better humidity and odor control. Because the issue remained unresolved until evening, we missed enjoying the sunset on our first day.
The dehumidifier we received was also extremely noisy, and the water tank had to be emptied several times overnight. The housekeeping staff were very kind and offered to help each time, but it was not practical to call for assistance repeatedly during the night. As a result, we were unable to rest comfortably.
Another concern was communication. Even the manager and front desk staff, including our assigned receptionist (Ari), were not fluent in English, which made it difficult to resolve the issue smoothly. My wife, who lived in the United States for nearly ten years, had no problem communicating, so the language barrier was entirely on the hotel’s side.
At one point, the hotel even offered us a downgraded room as an alternative. This was unacceptable, especially considering that reputable hotels typically maintain a maximum occupancy of around 85% to allow for room adjustments. Being told to move to a cheaper room because the hotel was fully booked was unreasonable.
As compensation, the hotel offered a 30-minute spa voucher, which felt dismissive rather than helpful. I did not request a room change for any trivial reason. I simply expected a clean and comfortable stay. I declined the spa offer since I had already tried it before and requested a complimentary laundry service instead, but was only offered a 15% discount.
Because I no longer trusted their service, I used an external laundry provider, excluding my expensive clothes. Unfortunately, those items developed mold due to the room’s humidity.
When I made the reservation in February, I paid in advance and clearly informed the hotel via email about my respiratory condition, requesting an appropriate room. Despite this, my wife and I had to sleep wearing masks both nights, waking up coughing each morning from the moldy air.
Overall, this was the worst Hyatt experience we have ever had.
We will not be recommending this property to anyone.Show More
