Hoteller i Macasana

"We returned to collect an item we had accidentally left behind and were told it would already be waiting at reception. When we arrived, it turned out it hadn’t actually been retrieved yet. We were repeatedly told “2 more minutes,” but ended up waiting around 30 minutes. For most of that time there didn’t appear to be any real search happening. Once someone finally checked the lost-and-found, the item was located in about 30 seconds. The delay felt unnecessary and frustrating, especially since we had to keep our taxi waiting the entire time. Clearer communication and actually checking the obvious place first would have avoided the situation entirely."