Poor customer service at the reception.
Posted Oct 30, 2016
Poor customer service. We were confirmed in writing to have a pick up from airport. No one was waiting. Arrived on time, called hotel 2 times from the airport and were told we did not have any pick up scheduled so should take a taxi (despite having a long email stream confirming the exact time and pick up). When I asked the hotel to reimburse for the taxi, I was then told that the hotel came to the airport and waited for us so they would not reimburse us. Total lie. Also, the bathroom doesn't have a door, and the shower doesn't have an enclosure so it was freezing to take a shower. Also, we were encouraged several times to eat in their restaurant, and when we finally did with a group of people, they were totally unprepared to provide food and it took 20 minutes to get a drink and more than 40 minutes to get food. Finally, minor, but annoying - had an electric tea kettle with a 2 round prong plug, but only square outlets in the room - so essentially useless.
Comment from Hotel Management
Nov 15, 2016 by ae, Hotel Management
The person who was in charge of picking you up was there on time as the others from your tour. They were waiting outside the arrival gate, not inside as we told you. There are taxis inside the arrival gate who overcharge the passengers. Most of the drivers wait outside the arrival gate. We are sorry for the inconvenience this was for you. We always have room for improvement. Best regards