Recea Veronica Miller
Google
I communicated with a representative at least a week in advance to book a room in Lashings Boutique Hotel. I was asked to upgrade to beach front. I asked for pictures as I found it strange that if I am upgrading there should be photos (first sign something was wrong). I received photos and decided to stay with my original booking. A day before I arrived for my stay, I received a message stating that they have are upgrading me to beachfront at no extra cost because I would be the only customer in the boutique hotel. Again, I asked for pictures of the room. The photo was satisfactory enough; so I agreed to the room. I finally arrived for my 3 nights stay at the Boutique hotel as that was my original booking and I was informed to check-in at the Boutique Hotel. There was no one there to check me in. My friends and I looked around the property for someone and I finally found someone directed me to beachfront. I got there only to realize there was no front desk area for check-in at the Beach Club. A young girl who was the waitress/check-in person assigned me the room I was booked. The condition of the room was obvious that it was not cleaned; they simply assigned a room. I had asked for a fridge in the room; they placed one in the room for my arrival but it was not plugged in so water from the fridge leaked on the floor. I asked for another room as I could not image myself sleeping in the room I was assigned. The only thing going for the room was a balcony with a view of the water. This is a message for lashings management: 1) you need oversight for the successful operation of your property. 2) When you offer an upgrade, make sure that it's actually an upgrade and not a downgrade. 3) When offering an unhappy customer a room change, make sure it's better than the one you are offering not worse (strong musky smell, brown limestone stains in the toilet and in need of cleaning. At this point I could not sleep in this place and trust that I would get something better in the morning as suggested. 4) The 50%, which I lost, should be as a result of the fault of the person/customer cancelling/no show not because your room conditions and facilities is in need to maintenance and the customer does not want to stay at your facility because of bad customer service, lack of facility maintenance, and general lack of consideration and value of customers. Remember that you don't always get a second change to make a first impression. And this was my first and last booking at Lashing Boutique or Beach Club Hotel. A very dissatisfied customer.
,
Follow-up July 30th, 2025:
Thank you for your response owner, but your version of the story distorts some of the facts. Let's just say that I prefer the interactions with your staff as follow-up after my review was read. To their credit, they were professional and apologetic about the my experience and that's the stance you should take when you are in the wrong. Let all that ends well end well. Focus on improving your business, the appearance of your facility and customer service/experience. Defensiveness will not change the facts. I am still waiting for my refund that was issued by your staff on July 23rd, 2025, of 50% deposit, to be posted to my account. I just called my credit card company and they said it will post soon. Again, let's stick to the facts.