Horrible beyond belief.
Posted Jul 14, 2016
It all went wrong - the front desk, attitude of the staff, the room, the food…
We have fully paid for a twin-bed room with extra payment for extra bed for 6 nights. When we checked in , the receptionist said it was a double-bed room and the three of us had to sleep on one bed as I didn't request extra bed. I had to show her my booking confirmation to prove everything. Finally we got a room with 3 beds. Horror began.
A broken light switch (one can get electrified by touching it), a very dirty kettle that could not automatically stop, a fall apart safe, tv remote control was missing, one mug (staff said hotel ran out of mug) and one towel for the three of us. We called reception many times and went down the front desk in person two times . Nobody paid any attention. By the time we had another kettle, it was 10:30 that night.
I wrote to its global marketing team which I have contacted with before. They're really concerned with our situation. The next day, we moved to a much nicer room. But there were things that they could not help, such as the dirty, smelly mattress of the extra bed, long plastic string found in stirfried veg., plastic lunch box floating in the pool, the unhelpful and unfriendly receptionists… We knew the hotel doesn't have elevator but what we didn't expected was we had to carry our luggages up 2 flights of stair! Big thank to Randall and Nexi who were very helpful. We finally had a clean mattress two days before we left!