I actually didn't stay physically here. We actually have a home in Roatan and come and stay very often. Our air conditioner suddenly went out at the house. I immediately got travel sites and booked this hotel for the night. I didn't realize that the system switched the dates. This was in the evening and some places reception desks are not 24 hours. I found another place in the area and booked 2 nights. Hotels.com customer service was wonderful in contacting the hotel for me and trying to advocate. I actually ended up staying at their sister hotel for 2 days and tried to talk to the manager there. Regardless of what I, or hotels.com customer service said or tried to explain (I am a Gold member, I travel a LOT all over) they refused to budge!!
It doesn't take a lot for basic kindness, concern, consideration: even some offer, anything. Sorry we can't refund but come and have a few drinks and dinner on us. A tour, something, anything.... a simple and rude no was all I got!!
I didn't physically stay there but walked in the area and around the hotel on our visit to the area. Believe what you read in these comments!! I was in a rush and didn't do that. The run down conditions, the management refusing to return or take care of other customer service concerns is TRUE! It's not just this hotel but in Roatan in general. Their 3 star is an American 1.5 or 2. Consider that when booking.