4/10 Lumayan
24 November 2024
Beautiful hotel - Awful experience
Let me start off by saying the hotel/apartment itself was absolutely beautiful. Very spacious and in a perfect location.
However, we encountered three major issues during our stay at the Small Luxury Palace Residence which just caused stress.
Firstly, we got told check in was all self check in which would’ve been perfect! We arrived at 1:30pm - check in is at 2pm so we waited around. We didn’t receive our keys until we had to find and call the hotel manager and he had to contact the house keeper to bring them down, we didn’t receive them for over an hour which was frustrating as we just wanted to shower and head back out.
Secondly, I booked our stay via hotels.com which I had selected to pay at a later date - I spoke with staff at the hotel and paid before our stay. The manager then tried to take 3 different payments of different amounts from my bank account after we had received our keys claiming they did not receive a payment from myself. I then had to spend a very long time going through hotels.com to get this verified that I had already paid - taking time away from our holiday.
The manager did contact us and apologise - however this is not acceptable.
And the third issue is - we stayed in the romantic sweet with the jetted bath tub - the bath did not work very well, water extremely slow and the bath jets not working - my partner contacted the manager to then be read and ignored which we just left as honestly we had had enough by this point.
Rebecca Jean
Rebecca Jean, perjalanan 3 malam
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