A disappointing stay
Posted Oct 23, 2016
Staff and public facilities were great for the most part but the cleanliness was below par... Dust everywhere, cockroach in the bathroom, "fresh" towels arrived with dried blood on them, bin wasn't emptied, and there were plates left out in the hallways for hours on end. Minibar prices were extortionate ($9.50 for a bottle of water!!) and the restaurants were a little expensive too although the portions were huge. The air con unit outside the bedroom window was constantly noisy (noisier than the unit in the room) and made for a disappointing view... The TV broke, the safe broke twice, and there was renovation work going on in the hotel which started (drilling and banging) at 8am. We weren't even warned about this at check in. The nirvana pool was constantly shut and the rehab one was ok but music was so loud you couldn't have a conversation and drinks were very expensive. The staff were great throughout though and just about salvaged our stay but it was just a real shame that these elements let them down and it wasn't the relaxing time we had hoped for.
Comment from Hotel Management
Oct 25, 2016 by Josh J, Hotel Management
Thank you for taking the time to provide feedback on Expedia. We are truly sorry to hear that your stay did not go as expected. Thank you for the positive comments about our team members, we strive to provide a high level of service for our guests. We apologize for the cleanliness and maintenance issues you experienced during your stay, our housekeeping and engineering teams work very hard to maintain our resort. Your feedback has been shared with our housekeeping and engineering managers to address with their teams. We also apologize for the noise issues you experienced, we are currently expanding our convention space. Thank you for being our guest and we hope that you will consider staying with us again in the future so we may provide a better experience.