Felistas
Google
This is a hotel that forgets to register a reservation, then tells a guest — who has already ordered — that they can’t dine, forcing them to walk back to the reception to explain the situation, only to be told again that nothing can be done. And when the manager finally gets involved, instead of helping, he humiliates the guest even further.
Details :
I chose this hotel with high expectations — especially given the $2,000 cost for 4 days and 3 nights including flights. Unfortunately, it was my most disappointing experience.
The worst part was the hotel manager’s attitude. I had made dinner reservations for two nights directly at the reception, as instructed at check-in. The receptionist wrote down my room number and confirmed the bookings. But on the second evening, when I went to the BBQ dinner, selected my food, and sat down at the table as a staff member told me to, but he came later and told us that we didn’t have a reservation — and that we couldn’t dine there. This was after we had already ordered.
I went back to the front desk and kindly explained the situation, but they just said there was no booking in the system and that there was nothing they could do. No apology, no solution — they just turned me away.
Then the manager came and told me I should have used the app. He treated me as if I were being difficult, saying other guests would just wait to be seated (Since we occupied one table)— implying that I was overreacting. He finally apologized, but then followed me back to the restaurant and kept repeating loudly in front of other guests that he had apologized — pressuring me to accept it publicly, which felt aggressive and intimidating.
He also said, “It’s okay, staff is human, we make mistakes.” But that kind of comment should not from the person who made the mistake.
Because of the manager’s threatening and aggressive behavior, I completely lost my appetite and couldn’t eat a single bite of the dinner I had already been served. I only had a small portion of dessert. Since my booking was on a half-board basis, and I had only eaten breakfast earlier that day, dessert ended up being the only thing I ate for the rest of the day.
After completely ruining our dinner experience, the manager later sent a staff member to offer us a complimentary bottle of wine — which we declined. What we wanted was not free wine, but for the hotel to take immediate responsibility for their mistake, offer a sincere apology, and provide a prompt solution. In the end, there were still some tables that remained empty until the very end.
This experience showed a serious lack of communication, responsibility, and professionalism — especially from the front desk and management. A 4-star hotel should know how to handle mistakes without blaming the guest or making them feel responsible for the hotel’s failure.
On the positive side, I appreciated the free water activity gear, the general food quality (except for BBQ night), and the excellent service at the sunset bar. The 2.5-hour massage ($120 per person) was also excellent. Also, all the guests were polite and observed proper public etiquette.
But these weren’t enough to make up for the bad experience.
