Saina Yaghobi
Google
I had a horrible experience at this hotel. First, the bed was dirty. The sheets, pillows, and mattress had stains, and there were multiple hairs on the mattress cover. We asked the staff to clean the bedroom and while they were cleaning, we decided to wait by the pool. There was an unprotected hole next to the pool, which was covered by a thin cover. As I walked on it, the cover broke, and I fell into it. My shoes and clothes got all dirty. We complained to the manager and he was so rude. Not only did he not apologize, but he also didn't refund us for the room. We ended up leaving the hotel on the same day and only got our money back. We didn't receive any sort of compensation for the poor experience we had. Poor customer service and awful condition at the hotel.
Response to the owner: Your response is totally in line with my comment about poor customer service. I just want to add two comments so that your future customers can have a better understanding of health and safety conditions and customer service at your hotel. The unprotected hole was located right next to the pool, not at an unlikely spot on the other end of the pool (photo is attached), and there was no singanage about a possible hazard.
You tried to wash my shoes and you mentioned that you did your best and shoes didn't get cleaned. Apparently, you didn't try washing it appropriately as my next hotel was able to completely clean the shoe. Reimbursement for my brand new shoes is not costumer service. The customer service is following regulations so that an incident like this doesn't happen in the first place. I don't need to add more, as your management and your comments are reflective of the quality of service you offer.