Lee B
Google
From the moment we checked in, our experience here was a disappointment.
We checked in late in the day, upon arrival, we went to enter the reception door but it was locked. After trying to open it, we then knocked a couple of times, and saw the staff member get up from the sofa (presumably sleeping), as opposed to being alert and awake at the reception desk. He barely greeted us when we got in, and we lifted our own heavy luggage over the door lip with no assistance offered.
From here, we went through the normal check-in procedure and got escorted upstairs to our room and provided the key, and we were then left to it.
We had no tour of the building, no explanation of where the pool was located or the time it was open, what facilities there were etc. etc.
Back to our first night, we noticed straight away that there were 10’s of bathroom moth flies in our room. This was very obvious as they were all over both sinks, the mirror, the shower room and the toilet. Impossible to miss. However, housekeeping somehow missed these.
We mentioned this issue to staff the next morning, and were told this may be just flies from outside as we may have left the window open (we did not open the windows at any time, and these flies come from the moist decomposing organic matter found inside household plumbing and drains, not outside). Regardless, we were told that housekeeping would review the situation when cleaning the room.
Fast-forward to post-clean on day one, and the bathroom moth flies were still there. In the absence of a room phone or WhatsApp to communicate on, we messaged on the booking platform, as we knew they replied to previous messages on there where we informed of the late check-in.
Hours later after no reply, and upon returning from our trip in town, we spoke to reception to see what was going on. We were informed that they have never had this issue before (of bathroom moth flies), and so they had to spend extra time finding a ‘special’ liquid to pour down all the drains to try combat the issue. They took this action without bothering to reply to our message to inform us.
Fast-forward to us checking the room after this ‘special’ liquid had been used, and surprisingly, there were still a minimum of 20 bathroom moth flies in the sinks, toilet room and shower room. We got rid of these and stayed in the room that night to prevent packing and moving all our staff at short notice to change rooms.
Upon waking up the next morning, there were more bathroom moth flies that had spawned, so we requested to change rooms. This was accepted and we were put into another room, which did not have bathroom moth flies in. We were not updated afterwards on what further action took place to remove these from the room (room 9).
Other points of note -
The bed itself is extremely hard, not comfy or cushioning at all.
The pillows are the worst I have ever come across at any hotel, globally. They are extremely thin and are like lying on pillowcases without a pillow.
The water pressure is terrible, mostly in the shower where it will go from normal pressure, to very high pressure, to low pressure, to basically stopping, back to low pressure, very high pressure etc. which makes showering very awkward.
The rooms are in a state of disrepair, there are stains on the bathroom tiles, marks on the walls, cracks in the walls, stains on the bedding and sofa, various areas that are not dusted properly, marks on the mirrors etc.
The door to the room is heavy, you have to slam it shut. This means any neighbours going in/out late or early are going to slam their door and potentially wake you up.
At checkout, after the issues and complaints we had, there was no apology, no checking to see if we enjoyed the new room or our stay there. Very lacklustre, like the customer service throughout.
On the positive side…
The room has character and is more interesting than a standard hotel, similar with the overall building. The room size is large.
