2/10
our stay at santoroia luxury suite by caldera houses was an absolute letdown. for two full days, we had no hot water in our shower, which was completely unacceptable, especially after long days at beaches, pools, and hot tubs. we informed the staff repeatedly, and yet, the issue was never fixed. only on the last night did they offer us another room to shower—something they should have done immediately.
when we asked for compensation, their response was infuriating. they told us the use of a vacant room on the last night of our stay so that we could shower was all they could offer, and their “compensation” ended with a bottle of wine. to make matters worse, their excuse for not offering anything better was that it was low season, and our $350 room was considered cheap compared to their usual rates. this was not only disrespectful but also completely unreasonable. we didn’t pay for an inconvenience, and were treated with indifference instead of respect.
for the high price we paid, this was a disgraceful lack of service and accountability. this is not luxury, and it’s clear they don’t care about their guests once they’ve taken your money. do yourself a favor and find somewhere that actually delivers on its promises.