joelsyp
Google
I was staying at the Guesthouse part of this business and as such expected a better standard than was presented with - especially having just stayed at a brilliant guesthouse for 3 nights near Vik. ||I'd received the email instructions to let yourself in the morning of check-in so I assumed all good. Took a note of them, just in case my signal was poor as it had been in various places.||On arrival, I entered through the hostel side which looked fairly grim to be completely honest, and thought, not to worry I'm staying in the guesthouse part so should be ok, and it's only one night...||Following the instruction I get to the outdoor terrace where it's dark (no lights coming on to aid at all), it's cold and it's extremely windy. I follow the instructions entering the code on the keypad to be let in the guesthouse, but it doesn't work. I try another few times, but nothing's working. I try to go back to the hostel side to get back into the warmth so I can call the 'emergency contact for check-in only', but find I'm locked out there too... Not a great start!!!||So I call the emergency contact 5 times with no answer... ||Eventually trying to get back into the hostel side another guest spotted me and let me in, showing me the completely hidden and invisible black keypad on the actual door handle. It's the same on the door handle for the guesthouse too, but the problem there is they have a second one which is thoroughly lit up so you assume you need to use this one. A simple light outside would help arrivals at night time, as would clearer instructions on the email to say ignore the lit up one, and use the one on the door handle itself... Very annoying and could have easily avoided me freezing , locked outside for 10 minutes.||As I get in and find my room, it really is tiny, and not in great condition. It's freezing since the window has been left open all day, and the common areas where the kitchen is has all the windows open too (it was around -2 but windchill was bringing that down a fair bit more than night!). ||The room itself is essentially a bed - the bed is wall to wall. There is just enough space for a suitcase, and then there's a shelving rack, and a bedside table. It could all do with a repaint, and the window could be resealed/neatened up to make it more attractive. It really wouldn't take much.||At this point I receive a text message from the emergency number asking if they can help - around 45 minutes after I needed help! I explained the issue, explained I couldn't see the second keypad in the dark and was trapped outside for 10 minutes. Not a single reply back from them. No 'we're sorry to hear that', or 'good point we'll look into outdoor lighting' or 'we'll make it clearer in the instructions' or even a ' apologies, we hope you have a good night' - literally, no response at all. Customer service is lacking for sure! ||I wanted to get some dinner/breakfast locally, but heck, I wasn't using their cafe downstairs to give them my money if that's the lack of care of their customers they show. ||By the way, I've stayed in everything from hostels to 5 star hotels around the world and this is one of the worst, probably a lot based on the lack of 'emergency check-in service'/customer service. I don't care it was a sunday evening. If you have a number for emergency check-in help, you know you have issues and should resolve them quickly... I'm also european, so am used to small rooms in european cities. that's not an issue, but they need to reinvest some finance into the guesthouse rooms to bring them up to standard...
