CNT2014
Google
We booked a One-Bedroom Crystal Villa and an Opera Twin Room to celebrate my milestone birthday, and were assured that staff would be present to welcome us upon arrival, especially as we had provided our exact arrival time. What we encountered instead was an experience worse than that of a modest two-star motel. The concierge staff stood by watching as our Uber driver unloaded our luggage onto the pavement, and only after some time did a single individual make a half-hearted attempt to move it into Reception.||At the Residences reception, where we had specifically been instructed to check in, we were left entirely unacknowledged for at least fifteen minutes. No greeting, no eye contact, no seating, nothing. The behaviour was dismissive and rude, leaving us standing there wondering what on earth was meant to happen next. I eventually had to ask whether we were, in fact, being checked in or simply expected to continue standing there indefinitely. Only then did someone bother to appear, also after making us wait another 15 min.||To make matters worse, the rooms were not ready, causing further delay. We were offered a $200 credit as though that might somehow compensate for the complete derailment of what was meant to be a celebratory occasion, it didn’t.||Despite booking the Opera Twin Room together with the Crystal Villa ( both very expensive ) the rooms were set up entirely separately. Our luggage was misplaced, and a further two hours were wasted rectifying mistakes that should never have occurred in the first place. The repeated need to have our key cards reset was yet another unnecessary frustration. The incompetence was so astonishing that it very nearly became the theme of the weekend, overshadowing what should have been a joyful celebration.||The views from the rooms were undeniably stunning, which makes it all the more disappointing that the service was, quite frankly, abysmal. |Were it up to me, I would replace the entire team, starting with management, who oversold, under-delivered, and clearly have no grasp of what genuine hospitality entails. The only staff who appeared to understand the concept of service were those at the Level 5 pool; perhaps the rest of the establishment should take lessons from them. ||And the saga continues, they charged the incorrect credit card after us stating a few times that all charges to be assigned to our credit card. ||I wouldn’t recommend staying here if you are looking for service and a great experience.
