Great facilities with terrible service
Posted Aug 28, 2016 on Hotels
Thi is one of the best hotels in terms of the facilities available such as a huge spa with relaxation room, multi swimming pools with a bar, huge lobby and choice of dining/drinks.
However, service is terrible for the below 2 reasons:
We have booked a queen deluxe room but was offered a room with the claim that it is bigger and with a better view (sea view). After checkout, i called the hotel to ask for the room type that they offered me during my stay and it was a classic room which is cheaper than what i booked. The staff insisted that the room they are offering me is considered an upgrade in terms of size and view.
Second, the AC was not working and we called them to fix it, my friend and I wereat the balcony and when we entered the room the service staff was in the middle of the room fixing the AC as he entered using his master access card without our permission!
Comment from Hotel Management
Sep 6, 2016 by General Manager, Hotel Management
Many thanks for your feedback. I was disappointed to read that did not appreciate your room move. Have investigated thoroughly, you had booked a Queen room with a golf view, we happily afforded to you a room with 90sqm of space, a sea view and large balcony instead of a golf view.
As is with our company policy, and as explained in detail, the engineering team rang the doorbell on several occasions, 'do not disturb' was not showing and there was no answer, so they entered the room to check the problems with the air conditioning.
We do hope that you will return again in the future.