Inadequate facilities and unprofessional customer service.
To begin with, the hot tub in our suite did not meet even basic expectations. The water temperature was far too low, making it impossible to enjoy a bath, let alone call it a “hot tub.” Even after running the hot water for over 20 minutes, the temperature remained lukewarm at best, and with the time it takes to fill the tub, the water was cold by the time it was full. Additionally, there was a noticeable leak at the base, which only worsened the situation.
When I politely approached the reception to raise these concerns and to request an extra pillow or two (due to a neck and shoulder condition that requires proper support during sleep), I was met with a rude and mocking response. The gentleman at reception implied that one pillow should have been sufficient, showing no empathy or understanding. Later, when I requested he come to assess the hot tub issue, he entered our room while my partner was in a towel, tested the water, and again mocked me, asking sarcastically, “What do you want, boiling water?”
This behavior was both inappropriate and unprofessional. When I asked him to leave and said I’d prefer to speak to a manager, he told me there was none available and refused further help. Only after I requested a refund did he bring 2 more pillows and a half-hearted apology. Also our safe did not work and our bath leaked across our bathroom floor. No hot water this morning either.
