Our stay was frustrating from the outset, with multiple issues within the first 24 hours that set the tone.
At check-in, we were clearly told (and reconfirmed) that the coffee and dessert area was included in our executive package. This was also confirmed directly by reception to the staff, and we were served items from both sides (including desserts) without issue. The following day, we were told the opposite – that only certain items were included and others were chargeable. Despite explaining this and having it confirmed the night before, staff repeated the new explanation and offered a 15% discount, completely missing the point. The tone became dismissive, and I chose to pay and leave.
The pool rules, while present, are not clearly visible on entry. I complied, but they are overly strict (including requiring a cap despite being bald). What followed was worse – a staff member unnecessarily touched my shorts to check them and later intervened while my wife was simply holding our 8-month-old near the pool. This was excessive and uncomfortable.
We also had ants in the room, requiring a room change. While handled quickly, this should not happen in a hotel of this standard.
At checkout, we were incorrectly charged for minibar items we did not use and were asked if our children had consumed them, which was unacceptable.
Overall, inconsistent communication, poor handling, and questionable charges significantly impacted the stay. We would not return.
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