I had pre-paid for 5 nights (Feb 15-19th 2024) and in the early morning of day 3 the hotel ran out of water. All guests had to vacate and relocate to another hotel because it was not possible to shower, flush toilet, etc, and the hotel staff had no water to cook/clean. We were promised that we'd be reimbursed within 10 business days for our stay, however nearly 2 months later I have not received a refund. Further, the hotel will not respond to any of my emails. They are completely silent. My credit card company has launched an investigation and the hotel is not responding to them either. I hope the hotel will see this post and do the right thing and reimburse me ASAP. I'm attaching the only proof I have from FERNANDA GUERRERO, the front desk manager, confirming that I would be reimbursed.
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