Most Horrible Experience!
Booked a Patio Suite for a night to celebrate a friend's birthday and had the most horrible experience ever!
Despite 3 repeated confirmations and a site visit, there were horrific let downs...
Lack of cutlery, wrong room reserved for us, wrong check-in time assigned, a hot wine cooler-yes, hot!, no wine glasses-yes they ran out! Having to beg for ice and plates.... and the ultimate in hotel luxury, bed linen with holes in them!
Boy, did we scamper off first thing in the morning!
Here's the story;
I had guests flying in for the surprise party and had confirmed with the hotel upon booking on my requirements for a specific room and our need for wine glasses and basic cutlery. I called again 2 days before the booking date and even paid a visit to view the room and make sure the arrangements were made, I was given the assurance all details were being seen to and taken care of.
Mistakes and hiccups are are inevitable but the way we were treated by the staff was atrocious!
Upon arrival, we were smugly told the 12pm check in time we had confirmed repeatedly was 'subject to availability' and that the room we had specifically booked and confirmed thrice was also 'subject to availability'.
After the hassle, we finally check in at 2pm into another room as our confirmed room was not available and still "subject to availability'
At 3pm,4pm and 5pm, our 'confirmed room' was still not available, all this time I had guests arriving and arrangements flying out of the window for the 'surprise' party.
Finally at close to 6pm, the 'confirmed' room was finally available and we proceeded to prepare for the party, only to find that the hotel had 'ran out' of cutlery, wine glasses and plates.
Upon our complaint, the hotel decided to provide a complimentary tiramisu cake for the guest whom we had booked the suite for.
The cherry on the cake had to be the very hot and oven-like wine cooler.
Despite several requests for it to be replaced, nothing was done, we then had to beg for ice to chill our wine and beverages.
The party started and we called for the cake to be sent to the room, when the cake arrived, we were terribly embarassed as the 'cake' turned out to be a deflated piece of tiramisu measuring 4 by 4 inches!
I would have rather not have the 'cake' as it was a source of embarassment!
Having spent the entire day trying to put the event together despite the hiccups, we were spent and were trying to settle in for the night the night when we lifted the bed cover and there it was right in the centre of the bed, 4 holes in the bed linen....
By then we were too tired to even complain, we just wanted to leave the hotel first thing in the morning.