I genuinely don’t even know where to begin with this experience. Four days before I was due to travel on holiday with my three children, I found myself dealing with what felt like aggressive and completely unacceptable behaviour from this hotel involving my bank account after booking with this hotel. I booked this hotel through Booking.com for myself and three teenagers. Booking.com specifically asks for the children’s ages during the booking process, which I entered correctly. The hotel then offered availability and accepted the booking. Later, I discovered there appears to be a system glitch between Booking.com and the hotel. Booking.com classifies children as under 18, while this hotel apparently considers anyone over 12 to be an adult. Because of this mismatch, the booking incorrectly reset the teenagers’ ages to 0 years old. I contacted the hotel by both phone and email in an attempt to resolve the issue reasonably. Instead of trying to help, I was informed by email that I would need to pay an outrageous additional amount — more than double the original booking price, amounting to well over €1,000 extra for five nights. I refused and asked for the booking to be cancelled instead, as I felt the increase was completely unreasonable. During the phone call, the staff member I spoke to was extremely rude and aggressive. I was told that it was “too late” to cancel and that they would be taking payment regardless. Within literally 4–5 minutes of ending that call, my bank in Ireland contacted me to report suspicious activity on my account. The bank informed me that Beverley Hills Heights was actively attempting to take multiple different amounts of money from my account, which triggered their fraud protection system. Thankfully, the bank blocked the transactions immediately and contacted me before any payment was processed. Having a booking dispute is one thing. Attempting to aggressively charge a customer’s bank account within minutes of a complaint being raised is something else entirely. Booking.com was already actively dealing with the issue on my behalf and had contacted the hotel to try to resolve matters professionally. Instead, the hotel attempted to force payment through my bank account before the situation had even been addressed properly. As a result of this, I’ve now had to cancel my bank card days before travelling, and what was supposed to be a holiday with my children on 27th June has been completely overshadowed by stress and anxiety. This situation could have been handled calmly and professionally. Instead, it escalated immediately into threats of payment collection and repeated payment attempts on my account. I have already requested this by email, and I will repeat it here publicly: Please cancel my booking immediately and stop attempting to take payments from my bank account. Absolutely disgraceful customer service and an incredibly stressful experience that is very upsetting for us.

The appartment was very well laid out with the kitchen being sufficiently stocked with equipment, the bathroom was functional and the bed was comfortable. The apartment was on the second floor with a nice view, the position of the apartment was really good as it appeared to be more sheltered from the wind than other so sitting out in the evening was pleasant. The pool was well used and on the whole there were no issues with getting a sun bed; however some people were cheeky and reserved multiple beds to use as the sun moved round. You are able to access the other pools in Hollywood Heights which we did but our favourite was the one in Beverly Hills Heights as it was slightly quieter. We were fortunate enough to be given a discount voucher for the bar which we made good use of. The bar offered a selection of toasted sandwiches, burgers & hot dogs; our favourite was the tuna mayo with chips. There was entertainment during the happy hour which was nice. Although unlike other Ona run accommodation there were no washing machines in the apartments there is a self service laundry on site with the cost being 5 euros. Given the fact that the Beverly Hills Heights is a bit of a distance from the beaches and up a numbervif hills it is really good that they provide a complimentary bus; in the heat it was very welcomed. Hollywood Heights has a very small supermarket which we only used a few times but mainly used the big supermarket or the one on the corner opposite Beverly Hills Suites and the fresh pasties here were amazing. There are a good few places to eat out close by although we were a little dissapointed with the steak restaurant.

On arrival the reception stayed open past opening hours for us, the receptionist was very polite and friendly she welcomed us and showed us on the map where our room was and explained where the pool and shop was on the hotel grounds, we emailed the hotel 2 weeks prior to arrival to ask for a upper floor and they filled our request with out any issues at all, we were allocated room 738 right at the 3rd floor, the room was perfectly clean on arrival and the room was over 2 floors the downstairs had a bathroom with shower a kitchenette with a large American stile fridge freezer a microwave oven combi and a induction hob it also had a sink for dishes, the kitchen was equipped with cutlery glasses bowels large plates and side plates mugs and pots and pans, the living room area had a sofa that turns into a double bed a TV and a table it leads onto a large balcony that had a table and 4 chairs over looking the pool the downstairs area has a large wardrobe by the front door, upstairs leads to a master bedroom that had a bathroom and shower over bath setup with a large sink and toilet, the bedroom has a large wardrobe with sliding doors and a king-size bed, that leads to a second smaller balcony that has sun loungers X2 on it, both balcony enjoy full sun from 12 noon until sunset (at time of visit 830-9pm) warning here the balcony floors become incredibly hot and footwear is required, the bedroom upstairs ac worked amazingly well and kept the room cold however the downstairs living room AC did not keep the room cold at all, the cleaning staff are fabulous and during our 10 day stay cleaned and tidied up our entire apartment every 3rd day, the cleaning staff do a fantastic job making the apartment spotless every time, the hotel has a pool bar however we didn't use it as there's so much choice on the strip. Now the hotel is at the top of a very very steep set of hills, don't let that put you off at all the hotel provide a bus shuttle every hour down to the beach 5 past each hour from 10am and quarter past (15) each hour back up and it's completely included in the cost of your stay! However if your very fit then you can of cause walk it, would I recommend staying here? Absolutely I would and what's more I'll be booking again shortly, thank you very much to all the staff at ona Beverly hills and see you again