ANNABEL A.

AVOID!

** SINCE EMAILING OTEL.COM REGARDING THE 5 STAR RATING THEY CLEARLY SHOW ON THEIR WEBSITE THEY HAVE NOW CHANGED THE HOTEL TO A 4 STAR**
SEE SCREENSHOTS OF WHEN I BOOKED WITH OTEL.COM CLEARLY SHOWING 5 STAR TO TODAY NOW SHOWING A 4 STAR! SCAMMERS!

We booked our hotel in Mexico back in March. Otel.com clearly state on their website that the hotel is a 5star hotel.
When we arrived at the hotel we could tell straight away the quality and cleanliness of the hotel was not a 5 star!
The room was filthy, the food was terrible ( we had to send our food back) and there were a list of other issues that we encountered in our cut short stay.
There was no manager, we could only complain to our ''butler'' who told us he could not help us with our complaints.
He did confirm that hotel is NOT a 5 star and in fact a 4 Diamond that we had never heard of being form the UK.

We had to check out less than 24hours after arriving due to the many issues we had. We were meant to be staying 4 nights.
The manager arrived as we were leaving and told us it was up to otel.com to refund us and deal with our complaint. He could only apologies for otel.com deceiving us with their 5 star rating on their page and advised us they have never been a 5 star hotel.

I emailed them immediately. I had to wait 2 weeks to get a response even though I spoke with many of their employees on chat every other day who would constantly tell me someone is working on my case and i will receive a response later that day! This never happened. When i did receive a response it was from someone with broken english who simply told us they have rejected our requests.
I have never dealt with a company who lies on their website they did not acknowledge or take ANY responsibility for anything that I wrote in the countless emails to them.

AVOID this company they have zero customer service. If you have an issue it will not be dealt with!