Posted Sep 3, 2016
We checked into the hotel for a 6 night stay. The hotel was quite beautiful to look at and the staff were very helpful. As soon as we got into the room we were a little disappointed to find that we had been allocated a room right next to the lifts/pool/bar with only a simple privacy screen blocking our balcony from the pool area. The room smelt a little damp and the cleanliness in the bathroom was not ideal, the spa on the balcony was also in need of a clean. We called reception and asked to be moved and were told we would have to wait until the next day for a manager. The next day we spoke to the desk and we were told to call expedia which we did, expedia called the hotel on our behalf and were told that there was no possibility of moving rooms. When we asked to check out the following day we were told that if we checked out we wouldn't be refunded. We were offered an upgrade to a bigger room on the 4th night but unfortunately we had to stay in the original room until then. This was an anniversary holiday for us so it was quite disappointing to have this experience, we would have been happy to pay for an upgrade but there was nothing available so we literally had no choice but to stay in the room we had. In the end we cut our losses and booked another hotel for the last 2 nights where we were finally able to relax and enjoy ourselves. Since checking out we have received no follow up from the hotel staff despite them being aware of the ongoing issues.
Comment from Hotel Management
Sep 7, 2016 by KC Resort & Over Water Villas, Hotel Management
Dear Valued Guest,
we are sorry that our property didn't meet you expectations. We always try to do our best, however we were fully booked that time and we couldn't assign another room for you. We very apologize for any inconvenience caused you and we will improve our service for next time.