“overall great stay”
The location is close to key spots, the mall, the beach, etc., and the breakfast team and food were amazing. The room was well kept and the housekeeping lady was great. I want to formally raise concerns about the conduct and professionalism of the front desk staff on both night and day shifts. The issue was minor, and I had no objection to paying the shortfall, but I was disappointed by how it was handled and communicated. I was told that because I booked, the system error was “not their problem” and that I should contact the reservations department myself. The age classification difference between the hotel and the system is clearly a misalignment and should not be presented to guests as if they are responsible for fixing it. Note that bookings.com lists children from 17 years, while the hotel’s definition is up to 12 years, which is a huge gap and leads to different fees. Another concern is the room allocation and setup. I booked two rooms: one with the standard adult configuration and another specifically requesting two single beds. When I arrived, the beds in the twin room had been pushed together, and I was told this was because only one person was allocated to the room. That explanation didn’t make sense. The requested configuration was two single beds for two kids. What was especially concerning was the lack of ownership and customer‑focused communication from the staff. Regardless of the source of the discrepancy, guests should be assisted professionally and respectfully. The response I received felt dismissive and unhelpful, lacking accountability, which detracted from what could otherwise have been a positive experience. I would recommend refresher training for front desk staff on guest engagement, customer service, problem resolution, and professional communication.
ShelaVor 3 Wochen