Ratings based on 18 Verified Reviews
3.8 Room cleanliness
4.7 Service & staff
5.0 Room comfort
3.8 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 7 Jan 2024
This booking was a scam, got to the property and no reservation listed under my name. Reception confirmed the phone number listed on booking was not the phone number on file for the owner. I tired several times contacting the property but no answer. I want my money back. Got to the property and had to book somewhere else
by A verified traveler
Posted 21 Aug 2023
by A verified traveler
Posted 15 Aug 2023
This is a scam!! Stay away I traveled with my spouse and our 5 small children, only to discover that our villa was already occupied and our money gone. We were booked to stay for 14 days. Imagine our horror when we showed up to the address only for security and management to tell us that they have no record of our stay. My wife dropped to the floor and began screaming and crying. I had to console her and worry about where we were going to stay since everything was booked. We not only contacted them within 24 hours but also 72 hours before arrival as well as they requested. We got some rude voicemail recording telling us to reach out to some WhatsApp number who viewed our messages but never responded to them. RED FLAG!!! I immediately contacted Expedia to notify them and requested my refund for the stay and for the insurance that I put on the account. We stayed with family for the rest of the night and was able to find accommodations the next morning through a mutual friend. My advice do your own foot work while down here take a day or two to go to some of these villas and ask questions regarding bookings and how to contact property owners. My wife and I did our homework while we were there and found some other accommodations so that this wouldn’t happen again. Lesson learned
by A verified traveler
Posted 10 Aug 2023
Actually i have no review of the property as our villa was already occupied and we were left stranded with nowhere to go. Prior to our trip I called the owner using the telephone number provided in our itinerary by Expedia and all I got was voice mail,I sent whatsapp messages and all this was ignored.
We arrived at the property about 7pm but was told by the guard on duty that our names were not on the list and 13 persons were already booked for the villa with number we had. I contacted Expedia and the agent tried several times to get in touch with the owner. After several attempts he finally got through, he was told that i did not contact the owner 72 hours prior to my arrival...REALLY ! ?? These persons have my money and I tried to contact them without success.
We had nowhere to go,we were parked by the side of the gate ,person passed giving us sympathetic looks ,while some looked at us suspiciously. We have never experienced such indignity. It was a holiday weekend in Jamaica and the traffic in Ocho Rios was horrendous we had to camp out in the vehicle.
Am I to conclude that these villas are booked multiple times and the persons who reserve the longest stay get first choice. These unscrupulous persons are deterrent to Jamaica and its tourism, their reprehensible behaviour makes us hesitant to book accommadation of this type.
It is now 4 days after and I am still feeling winded and anxious when I think of being stranded in Ocho Rios with no place to go.
I NEED MY REFUND !!
by A verified traveler
Posted 18 Mar 2023
The host was wonderful and quite responsive.
I will definately stay again and highly recomend.
by A verified traveler from Brooklyn
Posted 7 Jan 2023
Left stranded without a place to stay because I didn’t contact them 72 hours prior when I actually contacted them 24 hours after making the reservation and they never responded….they had my contact info and decided it would be better to not reach out to me, keep my money and leave us stranded!
Comment from Hotel Management
7 Jan 2023 by -Manager, Hotel Management
We are sorry for any inconvenience or frustration that you experienced Ms. Giniva. Ocho Rios Villa at Coolshade understands that the winter storm may have caused disruptions to your travel plans, and we apologize if any confusion or miscommunication contributed to the issue. Please note how quickly we responded to this review. We are always responsive and very communicative. We take every effort to ensure that our guests have a positive experience when booked with us, and we apologize if that was not the case in this instance. We tried to contact you several times via WhatsApp, telephone, and email through the Expedia platform, but unfortunately were unable to get in touch with you. We also contacted Expedia and requested their assistance in reaching you, and they attempted to contact her travel agent but your third-party travel agent could not get a hold of you either.If a guest has not reached out to us, it is our standard policy to reach out to guests within 72 hours of arrival. If we do not hear back from a guest and 24 hours have lapsed since standard check-in begins, we follow our standard policy and contact Expedia to request a cancellation. You were a full 32 houses past the normal check-in time and we had zero communication. In this case, we had no way of knowing that the winter storm had caused a change in your travel plans, as we were unable to get in touch with you.We apologize for any inconvenience this may have caused, and we hope that you were able to find alternative accommodations. We trust you were helped to find other accommodations.
by A verified traveler
Posted 30 Jun 2022 on Hotels
Comment from Hotel Management
7 Jan 2023 by -Management, Hotel Management
Thank you for your review Ms Anna
by A verified traveler
Posted 27 Jan 2022
The check in information was the worst. The property manager gave us check in information at 4:00 pm and was very hostile in issuing this information. And even opted to refund the payment on the absolute last hour even though I explained to him that I was travelling with 3 kids. I didn't get any responses from him either via email or call for at least 3 days before the check-in. The AC units have sensors attached to them and they were totally bogus in 2 of the 3 bedrooms. Kids ended up sleeping on the sofas instead of the rooms. I will not reccommend this place to my worst enemy
Comment from Hotel Management
7 Jan 2023 by -Manager, Hotel Management
I apologize for the poor experience you had with the property manager and the issues you encountered during your stay. It is never our intention to provide inadequate check-in information or to be hostile towards our guests. We will make sure to address these concerns with the property manager and take steps to ensure that future check-ins go more smoothly. We understand that you were in full vacation mode and, with the kids trying to settle, you were not able to pay attention when the manager explained the operation of the villa and the amenities.We apologize for the issues you experienced with the AC units and the inconvenience it caused for your children. The villa is fully air-conditioned and the instructions at check-in were to keep the windows and doors closed during AC operation. The kids slept in the living room and the living room AC worked because the windows and front door were closed. Since you kept leaving the bedroom doors open, the bedroom air conditioner kept shutting down. We cannot stress the importance of the check-in process when staying in an unfamiliar villa.We hope that you will give us another chance in the future to provide you with a better experience.
by A verified traveler
Posted 24 Jun 2021
Comment from Hotel Management
7 Jan 2023 by -Manager, Hotel Management
Thanks for your review
by A verified traveler
Posted 26 Dec 2020
Comment from Hotel Management
7 Jan 2023 by -Manager, Hotel Management
Thanks for your review
