Qema Mancora

ESTOY ALOJADA EN SELINA MANCORA LAMENTABLEMENTE AUN ACA POR MI ANIVERSARIO, NO HAY AGUA, NO HAY LUZ, SI DESEO VER NETFLIX TENGO QUE PONER MI CUENTA OSEA PARA LO QUE COBRAN NO PUEDEN NI PAGAR UN STREAMING, LA PLAYA HORRIBLE , EL SERVICIO DE COCINA DEMORA LA VIDA Y ENCIMA MALA GRACIA , ENCIMA TODO CARO DESDE LA COMIDA HASTA UNA SIMPLE CERVEZA, ESTOY METIDA EN LA HABITACIÓN PORQUE NI SIQUIERA TUVIERON LA DELICADEZA DE DECIRME LE PODEMOS CONSEGUIR UN BALDECITO DE AGUA PARA QUE SE LAVE LOS DIENTES , NO DICEN NADA DE NADA , MUY BONITO PARA LA FOTO EN PISICINA PERO NADA MAS , ES EL PEOR ANIVERSARIO QUE HE PODIDO PASAR , HORRIBLE ESTE LUGAR!! YA ME QUIERO IR PERO PAGAMOS HASTA MAÑANA DOMINGO 😭

I found my stay at Selina frustrating. Upon arrival we discovered that breakfast was not added to the room. The receptionist could not assist as it was a booking issue with the website. After some investigations I realised that having added the website offer with breakfast to the order, but taking some time to make the decision, Selina consequently sent me an email urging me to make the booking with an extra small discount code. Great I thought. So I made the booking, adding this code. However, not all was what it seemed. The special offer code took away the breakfast, which meant it wasn’t an extra discount at all, it would have cost more after taking breakfast. So the price I paid on check-in was more expensive than was still currently on the website taking breakfast. No problem I thought, surely customer services would rectify this, due to the fact they had initiated the issue with their email. Obviously a big chain like this would just, at minimum, ask me to pay the 50 PEN different to get the package intended. Wishful thinking on my part. After a back and forth email exchange, taking nearly a week, due to the replies sometimes taking days, the result was nothing can be done or changed. I was, in the end, offered some free points on the app, that you can use towards a stay at a Selina. Awesome. However, again not all was as it seemed. I tried to take an extra day to extend this trip with the given points, only to be told I couldn’t use it at this Selina for one day. The app mandated a two day stay. Again I asked if customer services could override this, taking into account I’d just paid for 6 days. Answer; no. They suggested I travel 800km to a different Selina I could use it at, that allows one night. Having already advised I was leaving for home to the UK one day later, obviously this suggestion was not viable. I think the thing that finished me off mentally was after leaving the room on the last day, then handing in the key, having a just a few hours to kill, I headed to the pool (before scheduled to take the bus) with my dirty towel from the room in hand. We were then approached to say we could not use our dirty towel to dry off from the pool, unless we paid for it again and the supervisor asked to take it. Nice one Selina. So the end result of a very simple initial problem of not including breakfast, ultimately resulted in us choosing to spend around $500 US on alcohol and meals outside of Selina, as it seemed the only power we had to express our dissatisfaction. The actual cost of the breakfast was not the issue and was negligible, it was the principle of the matter; of a large company who should have customer service at its core, not having any flexibility to guarantee customer satisfaction for a basic issue and in the end cost them quite a lot of lost revenue. Just when you think it’s all over, the chaos of Selina customer services strikes again. Having given up on an extra night and just heading home , whilst in the bus statio

Good location with great atmosphere, but so much problems with the service at the reception. Before arriving I tried to arrange the transportation from the airport with the Hotels whatsapp, but all we got in answer was automatic replies. Finally on friday (same day we were arriving) they answered but told us we could Not get a transport through them. Luckily at the airport there was really nice taxidriver Carlos! When we got to the hotel, the sign in was pretty good, but they forgot to give us the wristbands that caused some trouble the next day. We stayed at the tipi And we liked it! Bed was good for the price, the room was clean but one thing we didn’t know beforehand was how loud the music was even at night. Luckily we were Not that bothered about it, but if you want quiet and peace, this might Not be good for you. The staff at the Restaurant and pool are really nice and made us feel welcome! Also the common Areas were nice! On sunday we asked the reception to book us a taxi to our whale watching trirp the nextmorning, but thats When Things took turn for the worse. They dont really speak English, so we communicated through Google translate and they told that they will give our number to some Driver who will Contact us and that there is taxi in the morning. we did Not get Any messages, but assumed that there would be a car because no one contacted us (even the hotel) and in the morning found out that there was no taxi for us so we missed the tour we had already paid for. Later I talked with the manager and they compensated us a lunch which is a nice gesture. Overall here are my key takeaways: -dont trust the reception with Any time sensitive bookings. - if you are looking for a peaceful sleep, dont stay here, just visit for the day - nice location, atmosphere, food and vibes - if you dont speak Spanish, dont come here, you might Not feel welcome