Lillywoods Zac Beach Resort

We had paid in full (superior room with balcony king size bed with breakfast) prior to arriving at Lillywoods Zac Resort as it was a last minute booking. The hotel only has beach access which is difficult with suitcases. We arrived early around 11:30am and had to sign a contract to pay for damages at check in. This was a comprehensive list of how much every item would be billed for including damage to fridge (£100) and bedding etc. We were then told that the room wasn’t ready but they would try to get the room ready and if possible before check in time which was at 1pm. Whilst waiting we ordered some drinks at the bar which we paid for them but the bar tender did not have the correct change and said he would pay us later, which he never did. Looking around the hotel and pictures on Expedia the cabanas on the beach were no longer there (one of the reasons we booked the hotel) instead they had been moved onto the roof terrace. Beach entrance was littered and run down. Around 1pm we were taken to our room. Due to contract we were made to sign we checked everything and noticed torn bedding and fridge was not turned on / not working. We complained and were moved to a room on the first floor (no lift) and again had to wait for the room to be cleaned. On day 2 after breakfast the bar man told us that breakfast was not included in our stay. We checked with reception and showed the reservation document which showed payment and they then agreed it was included. Advice-book with caution

It was booked from hotels.com and paid 100% amount and received the confirmation from hotels.com but after reaching the destination at 11.00 PM I got to know from hotel reception that no booking is made for me and the best part the customer care of hotels.com was not available at that time. Pathetic experience in my whole travel life. I will never use hotels.com for my any trip in the future.