"We were unfortunately very disappointed with the housekeeping and customer service during our stay. Although the hotel itself has some very good facilities and the food was enjoyable, the standard of service really let the experience down.
Housekeeping:
We expected our room to be cleaned daily, but throughout our stay the housekeeping consisted mainly of the bins being emptied and towels being replaced. Our beds were not made once during the stay.
More concerningly, there had evidently been blood on the bed sheets for at least three days before they were finally changed, which we found extremely unpleasant and unhygienic. The sheets were only changed once, the day before we left, and even then the bed was made very poorly, as shown in the photos we took.
After noticing that the pillowcases had not been changed, we contacted reception and asked for this to be rectified. We were told that the maid would be informed. We went out for the day and, upon returning, found that the pillows still had not been changed or properly made. We had to return to reception again, at which point a maid was sent to the room. Although she eventually changed the pillowcases and made a much better effort with the bed, it was frustrating that we had to repeatedly ask for such a basic service.
The glasses and mugs in the room were also never replaced or cleaned during our stay. On one occasion, we went to reception specifically to ask for fresh glasses. We were told that the maid could be asked to clean them, but as we wanted to use them immediately, we requested fresh ones. We were then handed glasses that were visibly dirty, which was extremely disappointing.
Lost property:
After our sheets were finally changed, my friend noticed that her stuffed toy and reading glasses were missing from the room. We searched everywhere and it was clear that they were no longer there. As the items had been present before the sheets were changed, we assumed they may have accidentally been taken with the dirty laundry.
We immediately informed reception, who contacted us less than five minutes later to say that the maids had checked the laundry but the items were not there. This was particularly upsetting for my friend, who became extremely distressed and was unable to sleep that night because she was worried about where her belongings had gone.
The following morning, we asked reception again and were told there was nothing more they could do because the laundry had already been checked. However, when we checked out later that day, a manager (we assume) took the time to ask whether we had found the items. We explained that we hadn't, and he kindly assured us that if they were found, he would contact us and arrange to have them sent to us. We appreciated him taking the time to follow this up.
Pool closure:
We were also disappointed to find out that the pool was going to be closed for an entire day, with only a few hours' notice given to us. The hotel did offer free transportation to and a stay at their sister hotel so that we could use the facilities there, which we appreciate was an attempt to provide an alternative.
However, this did not feel like a particularly useful solution for us, as we had already paid to use the facilities at our hotel and had also paid for a taxi to the sister hotel and back on the previous day. Therefore, having to spend another day travelling to a different hotel to access facilities we had already paid for felt inconvenient and did not really compensate for the closure.
Staff and customer service:
Some members of staff were genuinely nice, friendly and helpful. Unfortunately, we also encountered a few staff members who came across as very standoffish and judgemental, which made it uncomfortable when trying to raise legitimate concerns.
The hotel has some very good facilities and we enjoyed the food, so it is disappointing that the customer service and housekeeping standards overshadowed these positives.
Location:
The hotel is situated on a roundabout, and while the location itself is convenient in some respects, getting to and from the main promenade involves a fairly steep walk. This is worth bearing in mind for anyone with mobility difficulties or anyone who doesn't want to tackle a steep walk each time they leave the hotel.
Overall, the hotel has plenty of potential and some good facilities, but the housekeeping and customer service need significant improvement. Basic cleanliness, room servicing, communication about facility closures and attention to guests' belongings should be a priority. We hope the hotel takes this feedback seriously."
