4/10 Poor
Vanessa
Travelled with family
26 Aug 2024
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Not customer focused
The customer service was just so disappointing.
I booked for 1 night including a $50 food voucher. We arrived at 9.10pm on the Friday night to be told the promenade was closed and to dine at the bar. Explained I flew in from Bali this morning to see my father who was on his last day or 2 of life & my daughter and I were beyond exhausted after a day at the palliative care ward, so could we please use our credit for room service. Was told no, so went to the bar to be told the kitchen was closed. Went back to reception to ask given the kitchens were all closed, please could we use our paid credit for room service to be again told that’s not the policy. Thankfully asking to speak to a manager, we were allowed to use. Unfortunately there was nothing gluten free so we ended up getting Uber eats.
Booked another 2 nights as my father was holding on longer than predicted, but was told could not use that $50 credit that I paid in advance for because that was on the previous booking. It was all so disappointing that there’s no flexibility and that I wasn’t told we couldn’t use it as room service. Again asked to speak to the manager and finally they agreed to allow it to be used later that night.
The hotel is lovely I agree. But the staff have zero interest in being accommodating.
Nothing is open around the hotel from around 8.30/9 at night or I would have gone out to get food. And given they know this, it’s super weird they weren’t helpful, especially given circumstances.
Vanessa
Stayed 1 night in Aug 2024
