Booked the hotel's "Weekend Trip'' as a birthday surprise for my husband. Overall, we had a very average stay and on multiple occasions, felt really letdown.
Poor service experienced throughout the entire process of booking to checking in, during our stay, and checking out.
Prior to confirming my booking, I asked the hotel if they could help me make any special arrangements as we were checking in on his birthday. They made ordinary suggestions, at which I would be charged with additional costs.
I had to double-check that my reservation was the ''Weekend Trip'' as the email booking did not state that I had selected it and what it included.
Checking in was a joke. We walked in to see three staff talking among themselves, only acknowledging our presence when we were right in front of them. (It was only a little later on that we realized they were 'busy' with Facebook on the computer.) Once again, I had to ask if my booking was for the ''Weekend Trip'' package as we were informed that only breakfast was included. After showing the front desk staff my email from her colleague, she then offered to make a dinner reservation for us. This was after I repeatedly asked her if we could have dinner the same night.
No one bothered to tell us what the WIFI details were.
Initially, I was happy that we were staying in a junior suite. However, the room was below expectations.
There was pet fur on the sofa, bathroom floor, and stairs. There were no bedroom slippers provided, and we would be charged accordingly if we requested for them.
The bed linen was soiled. I called the front desk for help as this was simply unacceptable. One of the front desk staff came to change the bed linen. I appreciated her pro-activeness when she saw that the mattress protector had some dirt and fur on it, and changed it too.
The kettle was terribly dirty, with brown residue left behind after boiling the water each time. At that point, we were already too tired to ask for another kettle and we did not use the kettle during our stay.
What we liked most about the room were the comfortable beds and very refreshing bath/shower facilities.
After dinner, we asked the front desk folks about a tourist attraction and how to get there. Both of them shrugged their shoulders nonchalantly, replied ''I don't know" and told us to check at the bus station for directions.
Breakfast was a joke. The choices were really pathetic. During our first breakfast, we were served a ''broken'' fried egg and when we helped ourselves to hot chocolate at the coffee machine, we were met loudly with a ''Oh My Gawd'' by the waitress on duty, when the cup (there was only one type available) was apparently not the right size for the drink and caused a small spill.
When we checked out, there was no one at the front desk. We rang the bell, and a different waitress handled our transaction instead. Once again, as expected, we were billed incorrectly and I had to explain that we were on the ''Weekend Trip'' package. Although the waitress apologized and remained pleasant, I don't think it was her fault as she was just processing invoices.
To us, the unexpected highlight of the stay was dining at the restaurant. Our package included a three course meal and we were delighted (and very relieved!) that the food was well-presented as well as scrumptious. The dining experience, together with the cosy ambiance and welcoming service of the wait staff, were a huge improvement from what we experienced earlier in the day, and helped us feel a bit better about our stay. Thank you so much to the restaurant folks. If we are ever in town again, we would not mind dropping by for another meal!
On our second day, we asked the front desk lady (a different one, she was the only one on duty then) for directions to the same tourist attraction. Not only did she offer us another suggestion, she also helped to check how we could get to both places. Thank you to her, for making us feel more at ease.
On our last day, the waitress on duty during breakfast was always smiling, very friendly and helpful. She was the same one mentioned above who handled the transactions for the guests who were checking out. (She didn't serve us any ''broken'' fried eggs. Haha.) Thank you to her too.
If you choose to stay at this hotel, try not to have too high / any expectations. If the owners are reading this, for goodness' sake, please make every effort to improve the hotel hospitality side of your business. It could have been a really memorable stay for us and (looking at the reviews here) many other dissatisfied hotel guests.
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