Residencia Tropical Don Bonito

Not normally a review leaver but thought I would so nobody else finds themselves in our situation. We were booked for 3 nights here for a 40th birthday party wkd with a large group staying across multiple locations. We were super excited to stay here. Unfortunately my wife got Covid a handful of days before our trip so naturally we had to cancel the trip. The hotel asked to see our proof of positive test, which I provided(multiple at home tests&lab PCR.) They then proceeded to tell us that we didn’t let them know enough in advance for a refund. This was on a Wednesday and we were scheduled to arrive on Friday-Monday. They now claim their policy is 48hrs for the whole reservation. I even told them I was ok with them charging us for the first night just for the inconvenience as i understand it was an unfortunate situation. They decided to charge us for all three nights and flat out did not care that we weren’t able to travel due to being covid positive. I guess they expected us to get on a flight, come down there and spread covid to all their staff and guests. After all the back and forth they said they would ‘give us a credit’ and all we had to do is tell them our names and they would honor it. I asked them if we could use the credit toward some of the rooms that were being occupied by the rest of our group that was currently staying at the hotel…they told me no. They then told me that I had 6 months to use the ‘credit.’ I’ve traveled the world and I’ve never felt more taken advantage of in a situation like this. They 100% are taking advantage of the fact that we are in the US and can’t do anything about it. Thankfully we booked using Amex so they are currently in the process of denying the charge. I think they are a newer hotel so maybe they don’t understand that taking advantage of potential guests isn’t a good practice. Long story short the staff/manager have all been full of attitude and zero help at all in rectifying the situation. The fact that they won’t let me use ‘my credit’ to pay for rooms that are occupied by other guests in our group should tell you everything you need to know. They are shady and I know if I left it up to them I would never see a dollar back or be able to use my so called ‘credit.’ Really disappointed in the overall hospitality and customer service at this hotel and would never think of booking a trip here again and will make sure none of my friends/family do either. I’ve heard multiple complaints from the people in our group staying there currently as well but I’ll leave that up to them to report back on. All j know is if I were you. Would think twice about ever booking here.