My recent stay at this 4-star hotel with my daughter has left me deeply questioning the true meaning of a "four-star" rating. We encountered an inexcusable event during our stay when the housekeeping staff disposed of my daughter's orthodontics, despite them being placed in a glass of bright blue water. While I understand that accidents can happen, it's disheartening that the housekeeper acknowledged the presence of the glass but claimed to have poured it down the sink. This explanation doesn't add up since the retainer would have been in the sink if that were the case. It seems more plausible that the housekeeper violated protocol and disposed of it in the toilet. However, what truly shocked me was the way the owner, Bibianna, treated us when she finally addressed the incident, two days later. Instead of taking responsibility for the mistake, she suggested that my daughter might have been mistaken about putting the retainer in the solution and insinuated that it was her fault for it going missing. I couldn't believe that Bibianna refused to acknowledge the housekeeper's fault in this matter. It almost seemed as if she was implying that the retainer never existed and that the blue solution in the cup was merely a facade. To add insult to injury, she suggested that we pray to a saint for the retainer's safe return. To make matters worse, upon checking out, Bibianna offered a meager 10% discount (approximately $300). This offer is a far cry from the actual replacement costs, the hassle of finding a new orthodontist in Los Angeles, and the weeks of my daughter being without a retainer. This level of customer service falls far short of what one would expect from a four-star establishment. It is evident that the hotel's claim of providing four-star service is questionable, given the lack of accountability, dismissive attitude, and inadequate compensation offered in response to this incident. I strongly advise considering alternative accommodations when visiting Selva, as there are plenty of other four-star hotels available.
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