Before arrival, I sent messages through the platform to arrange the transfer advertised by the hotel. No response. On arrival, the receptionist (night staff who wears glasses) was dismissive, saying they were “not the right team”, the messages had “nothing to do with them”, and offered no apology.
The hotel is dated. Our room smelled stale, the air conditioning barely worked (room changed), and there was hair in the bathroom. We also had to keep requesting basic items like towels, shower gel, a kettle and an iron. The unsecured Wi-Fi wouldn’t connect to our phones.
The biggest concern was that our children sleeping on the sofa beds were repeatedly bitten overnight. One child had over 20 bites, while the rest of us were also bitten.
Trying to avoid making a fuss, I simply asked reception for blankets to cover the sofa beds. The same receptionist (from check in) said they had other beds available, but there would be an extra charge. I repeatedly tried to explain that the issue wasn’t wanting a better bed—it was that the children were being bitten. Instead of showing concern, he argued, refused to listen, refused to give his name, and hung up while I was still speaking. He had an opportunity to help prevent further bites but chose not to.
Housekeeping was not timely and towels were removed without replacements for hours. However, Fatima from housekeeping was kind, professional and a credit to the hotel. The pool, breakfast and breakfast staff were also good.
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