Fun hotel, with some kinks to be worked out
Posted Oct 4, 2016
A friend and I went to celebrate our birthdays. The entrance to the hotel is pretty impressive with the velvet chairs, the variety of little seating areas in the lobby each differently decorated, and a view of the pool as you walk into the hotel. However, upon check-in, since there was a bit of a line, the concierge kind of rushed to check us in- he gave us the room keys, gave us a map without a word and sent us on our merry way. Clearly not having been there before, we didn't know how to get to our room since it was the furthest building from the lobby. It's not a standard layout so we got a little lost, however when we found it, the room itself was decorated nicely. One issue though was that the toilet was broken, they had a maintenance guy come and fix it, but it was then continuously making sounds throughout the trip. Both pools are impressive and fun. One of the days we were there, though, housekeeping didn't get to our room until about 4pm, when we were getting ready for dinner, so we declined since we were back in the room after a day out. The staff is generally very helpful. Overall I'm on the fence as to whether or not I would stay here again after all of the quirks that had happened.
Comment from Hotel Management
Oct 7, 2016 by Manager, Hotel Management
First of all, thank you very much for celebrating your birthdays with us and for providing your feedback to help us improve on our service. We’re glad to hear that you enjoyed your trip despite of the flaws you encountered throughout your stay; however, it’s our priority to ensure that we iron out the hitches that prevented you from experiencing an exceptional stay. On that note, I’m sorry about the rushed check-in experience and the housekeeping deficiencies you faced throughout your stay. It’s not at all how we want our guests to feel when they first arrive, nor the housekeeping impression we like our guests to leave with. We hope you’ll give us an opportunity in the future to make up for these blemishes and truly show you that we’re capable of delivering outstanding service.
Thank you for the positive remarks you’ve also shared about our staff and amenities; and you can be certain that the Spa will be thrilled to hear that they were superb!
We’ll look forward to welcoming you back to our Resort, and this time it will be a flawless stay from beginning to end!