Astrid Dita
Google
Update: seems like all the issues that we had with during our stay boiled down to the fact that the facility is severely understaffed. So with the limited number amount of people they make do. That being said, it was apparent that each staff was trying their best. Language is a barrier as staff may not speak English fluently but basic communication should be fine. We found the stay in the hotel to be very enjoyable and relaxing until the end
Previous review:
Stay was off to a very bad start. We wanted a peace of mind and asked to be picked up from airport by private transfer and the hotel managed to butcher very simple task
Despite us asking for details on how we will be picked up from the airport, we were just being given a generic answer that someone will wait with a piece of paper with our name upon arrival
The issue is: no one actually showed up with a piece of paper waiting for us when we exited from baggage claim area
Given that we were never told the driver contact number, we had to be the one trying to find the driver in the airport. He (a man bringing a piece of paper) wasn't anywhere to be found. Only when we exited the arrival area on to the roadside and sent a message to hotel to ask where the driver was, and continue to look around us, we spotted him behind in the arrival area coming out of nowhere and looking clueless
He told us to wait by the roadside, seemingly to pickup the car, and left us waiting for 40 minutes in 36C degrees weather. All that time the driver already had my WhatsApp number as it's printed in the paper he brought with him. He could've directly messaged me to coordinate with me and make things easier, but he took off without keeping us posted
With no sign of him now for the second time after we saw him briefly and were told to wait, I had to contact the hotel to reach out the driver (the hotel didn't even bother to pickup our calls in the first 3 of them). They were nonchalant about this and actually asked us back what they should do about it and gave weird excuses like the flight was 12.10PM arrival (it was and it actually arrived on time hence we shouldn't have to wait that long for him to turn up and for him to get the car from car park), and something else about the driver mistakenly waiting in international arrival (we had given all information about our flight details prior to the hotel and the hotel said they've also already given this to the driver), and the car getting stuck in traffic jam (there was no traffic whatsoever in the airport area)
Even after I had managed to get in touch with the hotel via WhatsApp, they will only forward his WhatsApp message to me instead of sharing me his number
After 40 minutes of waiting, finally the driver showed up
For the price point we were quoted which was at a premium, things are managed much more professionally on other parts of world that's even far less touristy