“Хороший отель, удобное расположение, прекрасный вид из номеров, очень чисто.”
The hotel sits right on the beach and the rooms are spotless, with a beautiful view from the 6th floor in the super deluxe. The staff are friendly and the housekeeping is very quick—always in sight, no need to hunt anyone down, and they bring water and beach towels on request without delay. The rooms were cleaned very thoroughly.
On the downside, the managers were a problem. The booking staff on Booking and the front desk made several mistakes. First, we missed a flight due to the airline and arrived a day late; we told the hotel in advance and asked to change the dates to avoid losing a day, and they agreed. I then got confirmation from the airline to shift my tickets. When I called the hotel again through the Booking manager, my messages were ignored for days. After many attempts, they denied the date change, replying just a day before checkout, which ruined the last part of our holiday and stressed us out. I asked why the initial approval turned into a denial, but they ignored me and told me to contact Booking. Booking had already approved the request and was waiting on the hotel. We spent the last two days dealing with this instead of relaxing. I can’t pinpoint exactly where the breakdown happened, but it seems the Booking manager, the hotel manager handling Booking, and their internal communication all failed, leading to many misunderstandings and answers that had to be begged for with a few messages. In the end, it turned out the hotel meant to refuse a refund for the first day, while I was asking for a date shift. Finally, everything was resolved in our favor, thanks to managers Azmin and Danuru, who got involved quickly while the rest of the staff were stalled. Also, on the day of checkout we booked a boat to the airport, and no one told us about the adjusted check‑in time that day.
Natalia·2週間前