Maria B.
Google
I would like to warn future guests about the safety conditions at Surf Villas and the way the staff handles serious incidents.
During my stay, I broke my leg on the hotel’s premises due to extremely poor lighting on the pathway leading to the yoga house near the Cliff Front 4 villa. The area is very hilly and uneven, and without proper lighting it becomes genuinely dangerous, especially at night. The hotel failed to ensure basic safety measures, so I strongly advise future guests to be extremely cautious.
I informed the hotel staff about my injury; however, I was not even offered assistance in getting to the hospital. After being diagnosed with a displaced fracture, I sent all medical documentation to the hotel.
Further communication was extremely disappointing: my messages were ignored for several days, and responses only came after repeated follow-ups. Ultimately, the hotel refused to take any responsibility for an injury that occurred on their property and did not offer even a minimal gesture of goodwill — such as a voucher for future complimentary stays — despite the fact that the incident occurred on their property during my stay at the villa and despite the seriousness of the incident.
Unfortunately, the hotel’s displayed politeness and “care for guests” seem to apply only until a real safety issue occurs.