- Disliked: Staff & service
Bad service, Bad experience
We had a very nasty experience with the hotel staff upon check-in. After being told that the two rooms we booked online a couple of months prior "were not available", we were offered a free upgrade to a family room for our group of four adults (including my two elderly parents) and one child - which initially sounded great, but it was surrounded by ongoing construction work which created a safety risk especially for our 3 year old son. We found this unacceptable and wanted the rooms that we had initially booked online. We were basically told that the rooms we booked were not available, and the only choice they gave us was to take this free "upgrade" or leave with a refund. We had no choice considering it was late in the afternoon and we had waited 3 hours for our ferry to the island. The manager I spoke with was also quite rude. She told me that she attempted to contact me about the room situation beforehand, but could not do so because we are international guests (we come from Australia). I found this to be absurd that the hotel cannot make an international phone call, and we booked through the hotels.com platform which is supposed to guarantee our booking. I was also offered a 50% discount on our next visit, but there was no follow-up to this offer when we checked out of the hotel. Overall we were very disappointed with how we were treated and we will not be coming back again.