“Don’t stay”
Don’t stay here – misrepresentation. Avoid if you value accurate information and straightforward customer service. I rarely leave negative reviews, but this experience was unlike anything I have encountered in many years of traveling. Before booking, I specifically asked whether the Junior Suite was within walking distance of the main hotel and lakeside grounds. I was assured that it was. After arriving, I discovered it was actually around a three‑minute drive from reception, completely changing the experience I had expected. Had this been explained accurately, I would never have booked that room. I returned immediately and the hotel agreed to cancel my reservation with a full refund, confirmed the same after speaking with the hotel. Unfortunately, what followed was weeks of contradictory information and repeated chasing. I was successively told the refund would be immediate, then five business days, then ten, then longer. I sent numerous messages and made repeated phone calls, many of which went unanswered. Most concerning, later informed me that the hotel had reported me as a “no‑show,” despite the fact that I had checked in, spoken with staff in person and agreed the cancellation at reception. I have documentary evidence showing that the hotel processed the US$1,330.72 payment directly, yet I was repeatedly given conflicting explanations about who held the funds and who was responsible for the refund. The property itself is beautiful, but luxury hospitality is about trust as much as scenery. Sadly, the way this situation was handled fell far below the standard I would expect from a hotel of this calibre. I hope management reviews its communication, booking accuracy and refund procedures so future guests do not have the same experience.
David·2 months ago