Dear Trip.com Customer Support,
I am writing to formally express my disappointment regarding my recent stay at Azulik, which was booked through Trip.com.
My husband and I stayed at the property for four nights. This stay was especially meaningful to us because visiting Azulik had been a dream of mine for many years. The hotel’s architecture and aesthetics are indeed beautiful and consistent with the images presented online. However, despite the visual appeal of the property, the overall guest experience fell far below expectations, especially considering the hotel’s pricing and reputation.
Our disappointment began at check-in. Upon arrival, the concierge assigned to us was assisting another guest, which we completely understand can happen. However, we were then left sitting in the heat for approximately 40–50 minutes without guidance, assistance, or even a glass of water being offered. The hotel layout is confusing for first-time guests, and no one explained how the property operated or where we could go while waiting.
When the concierge eventually arrived, the interaction felt rushed. We were quickly shown the room and told that information would be sent via WhatsApp. While a message was sent, it was clearly a generic template and did not replace a proper introduction to the hotel or its services. No explanation was provided regarding facilities, restaurants, or guest experiences. In fact, we only discovered the gym after already staying at the hotel for two days.
Another disappointing experience involved the “energy cleanse” offered to guests. We had to ask about it ourselves because it was never explained during check-in. Once at the spa, there was again no explanation of what the experience involved or what to expect. We were simply told to close our eyes, and the experience lasted barely one to two minutes before ending abruptly. What should have felt meaningful instead felt impersonal and poorly organized.
Additionally, while visiting the rooftop sunset area, I ordered a Coca-Cola and was told by staff that they preferred not to serve it because it was located at another bar downstairs and “too far away” to retrieve. I was asked to order something else instead, which I found surprising given the level at which Azulik positions itself.
Beyond these individual incidents, the overall atmosphere throughout our stay felt cold and unwelcoming. Most staff members would not greet us unless we greeted them first, and there was very little sense of hospitality or attentiveness. At times, the experience felt more transactional than guest-focused.
We also repeatedly felt uncomfortable when returning to the hotel after going out during the day or evening. Each time we re-entered the property, we felt as though staff questioned whether we were actually guests staying there, both through repeated questioning and the manner in which we were approached. While we understand that security procedures are important, the interactions often felt unnecessarily suspicious rather than welcoming.
I want to emphasize that I was not expecting extraordinary treatment. However, at this price point, guests should reasonably expect attentive hospitality, clear communication, and a welcoming atmosphere.
Overall, while the property itself is undeniably beautiful, the service experience did not match the hotel’s reputation or cost. Unfortunately, what should have been a memorable stay became disappointing due to repeated service failures and lack of guest care.
I would appreciate it if Trip.com could review this experience and provide an appropriate resolution in light of the issues described above.
Thank you for your attention, and I look forward to your response.
Kind regards,
Cristina
