2/10 Poor
18 Oct 2024
Over-priced property with VERY poor service
The room you book is not what you get! We booked a 1 bedroom suite with a Sea View (2.5X the base rate). It's not a sea view. It's a tree view! See attached photo.
Half the staff were very friendly. Half the staff were not!
Several unprofessional interactions:
1. Being denied a change of room.
2. We got a room on the 6th floor. Although the sea is behind these trees, they need to be clear on the listing it's a "Partial Sea View". The rooms on the 8th and 9th clear the tree line. When asked for these, their reply: "We don't have rooms on the 9th floor". See photo attached. Clearly, they have rooms on the 9th floor, AND we met a guest staying on the 9th floor! What was the need to lie?
3. When we called for Room service: the lady refused to acknowledge our order because we pronounced "Gnocchi" incorrectly. They wanted it pronounced as "GNYOKKI" versus our pronunciation of "GNOKKI"
4. Overall quality of food at the property for the high price is unacceptable. Example: PLAIN spaghetti KIDS portion: 16 Euros Plus a 4 Euro delivery charge!
5. Asian restaurant on site did not have their billing systems working, and could not give us a bill, nor receipt, and refused charging it to the room. They demanded cash or credit card. When I asked them to send me a copy later, he said he can't.
Despite being a 'Gold Elite' member with Bonvoy, it made NO difference here. We have stayed at over 30 Bonvoy properties over the years. This is by far the worst experience ever.
Verified traveller
4-night family trip
Verified Hotels.com guest review
