La Papaya

I was planning a holiday to Italy and had a reservation at La Papaya, but unfortunately, on the day of my departure, I got sick, fainted, and had to be rushed to the hospital. This unexpected situation caused me to miss my flight and cancel all my hotel bookings. While I admit I didn't check the cancellation fee on their booking site beforehand, I called the hotel to explain my situation. The person I spoke with barely understood English and said he would contact me through the website. It took him two whole days to get back to me, and when he did, he insisted he couldn’t waive the cancellation fee because the website would charge him a commission fee. This was an outright lie, as I had already spoken to the booking platform’s customer service, and they confirmed that wasn’t the case. Out of the three hotels I booked, La Papaya was the only one that refused to refund my money. The other two hotels were understanding and refunded me without issue, but this so-called “hotel” was the complete opposite. To make matters worse, the person on the phone had the audacity to say, “If you book again, we’ll offer you a better price.” Really? How can I trust you to make me a “better price” when you’re already refusing to return the money you owe me? This place has no heart, no compassion, and no sense of decency. It’s not like I canceled for fun—I was in the hospital and couldn’t travel! Instead of showing empathy, they made my situation even worse. Save yourself the stress and do not book at La Papaya. They clearly care more about finding excuses to keep your money than treating guests with kindness or respect. AVOID AT ALL COSTS!