"My partner booked this trip for my birthday present - it was presented much fancier then other hotels we’ve stayed in so we were very excited,
Checking in was fine, staff were polite. However, we had booked an accessible room at the time of booking, however we did not receive this. The room was nice, although we had stained towels.
On our second night, we were showering and I had a medical episode and passed out (would have reduced risk if I had a shower seat in an accessible room). Whilst passed out, my partner put my legs up and cooled the water down. After I came round and was ready to be helped up, we noticed the water had risen (due to me laying on the plug?) and had flooded the bathroom, and some of the bedroom (including our suitcase/clothes on the floor, electric wheelchair battery etc.
We were both completely flustered and I called reception immediately to report this so we could get more towels. A cleaner came and called for extra towels, she couldn’t really communicate with us but she was nice,
Then the caretaker arrived, he was extremely condescending and passive aggressive!!!! I had a medical episode and was quite literally in my robe, he made rude comments to us even after explaining I passed out and could do nothing, he said we had 5 minutes to get dressed, pack up our belongings and go to reception to get our room changed, I had dripping wet hair, all my clothes were soaking wet so I had to wear pyjamas, whilst carrying a soaking wet bag of my belongings to the desk, in my wheelchair, my partner with the rest of our stuff. As we were leaving the caretaker says “next shower make sure you pay attention”????
The man at the desk (I did take his name, but I appear to have lost it) I think it began with an M, if you let me know - I can confirm, was an angel. I couldn’t fault him at all, he took full care of us seeing my distress, he took the wet bag of clothes and had them dried for us for when we got back that night, he checked on us and if it was just him - he would of got 5 stars.
Once at the desk we were assigned our room, same floor as the previous one that we just lugged all our luggage down from.
Room 1, we could use Netflix. Room 2, we couldn’t access any TV.
We missed our visit to park guelle that night even though we had booked tickets but it was fine we made the most of it, in all the commotion my partner realised she left my Apple Watch in her robe (my medical device to watch my heart rate), we went to reception immediately and they told us not to worry, they’d contact the external company that takes the robes but they’re closed weekends so it will be posted to us when we’re home - suprise suprise, my Apple Watch has not arrived, probably stolen, and we’re not in a position we can replace it yet.
Pros: pretty views, luggage room,
Thank you to the lovely man at the desk, none of this is aimed at you at all and you were a breath of fresh air,
The grumpy caretaker on the other hand needs some disability training."
