Average place in a great location
Posted Jul 18, 2016
Place is well located, with average accommodations and good AC. The decor emulates more being in the Alps in a Swiss chalet than a beach location. The bed was borderline with comfort. All that is ok except the customer service. We were treated more like a apartment rental than a hotel. The lady that greeted us at around 7:30pm was friendly however she made it clear she was waiting for us already for a long time. She asked us to take our bill (in a plastic folio) with us to the room and ensure we come back tomorrow to pay as the desk was not going to be manned at 6:00am the day of our departure. We were annoyed but did not make a deal of it. Next day we had a full day in Split and upon our return, the same lady was at the desk. She was on the phone and had a customer in front, but I still let her know we were going to return within the hour to pay. She was gone. So here we are, the guests, worrying about paying the hotel instead of enjoying our time. Mind you we did not have a problem with any of the other Expedia bookings. We walked back to the hotel two hours later. The lady was there. We had to get the silly plastic folio from our room she had given us. When I handed over my credit card she indicated they only take them for no shows and she was not allowed to use the card machine. So luckily we had cash. The lady said she mentioned only cash which we emphatically deny. Overall huge lack of customer service towards guest convenience. Two star category. Grossly overpriced!
Comment from Hotel Management
by Andrea-front desk, Hotel Management
I was very surprised with your comment and so sad ,to be honest,because I found you very simpathic and dear (like besides all guests,I love my job and love to meet people from al around the world). I am 100% sure , all was wrong interpreted.
1.I am on the reception from 2pm-10pm and it is for me same are you coming at 2 or 7.or 9 o`clock
2.Regarding payment, I do my job well,because if I do not explain well , happened that the guests just leave on departure (because they think it is already payd by making reservation.)There are two possibilities Hotell collect and agency collect)
However,thank you for being our guests and best wishes..