Magnificent place, with checkout mistreatment
Posted Apr 8, 2016 on Hotels
Kelapa is isolated. Either a blessing or a curse, depending on what kind of experience you want. It took 3 hours to get there. Visually magnificent and outstanding quality for price. We were kindly upgraded. Everything so wisely structured as to guarantee both full view of the natural landscape and privacy.
Two infinity pools, the yoga and spa area, the grey sand beach, every sight at this establishment will take your breath away. The restaurant is a treasure. Food is top of the line and prices are fair. The Spa is a star.
At checkout we are told the price for the airport shuttle is 65 USD one way, while the website indicates clearly that the price for the shuttle bus is 65 USD, ROUND TRIP. We show the print, upon our insisting request, makes a not-too-convincing attempt at calling the "marketing supervisor", then shrugs it off and tells us that we have to pay up and shut up (not his words).
This is clearly unacceptable by European standards, especially considering that even though they said it was a mistake and we told them to correct it as soon as possible, to which they made a promise to comply, the writing is simply still there as it was two months ago, falsely leading guests to believe that the airport shuttle charge is for a round trip, when in fact it's for one way only.
We couldn't refuse the shuttle service back to the airport as we ultimately had a plane to catch, we were denied any kind of supervisor. It felt like some kind of trap.
Comment from Hotel Management
Nov 1, 2016 by General Manager, Hotel Management
Thanks for staying with us. We work hard to make our guest happy and appreciate your reviews.