We arrived around 11.30 am at the hotel, much earlier then expected after a 20 km hike. A seemingly uninterested receptionist flatly told us check in is only at 2 pm - full stop. Flabbergasted we figured to wait and rest at the pool, only to find out it did not look anything like advertised. There was no sign of hospitality either (no bar or service personnel at the pool, no welcome drink, etc.) from the hotel, so we spent over two hrs waiting at a place called "the Harvest" next door.
The hotel was booked for two nights at what we thought was a nice hotel with a nice pool for R&R. Being disappointed we decided to cancel the second night. When informed, the hotel personnel, including a senior, demonstrated zero comprehension of customer service or flexibility and were not willing to cancel and refund the second night. Only after calling CS at hotels.com, who's rep went out of his way, we were assisted satisfactorily.
Excellent service from hotels.com, adding something memorable to a substandard experience. The rep even requested to talk on the phone to the hotel senior and escalated. Now that is what I call service!
Once in the room we discovered lipstick smudges and other spots on the pillows and sheets, no toilet paper, no extra bed (which we requested upon check in), no laundry bags and incomplete amenities.
Although we will never come back to this hotel, it did get us to experience the impressive level of CS from hotels.com. The next hotel is already booked.
