Our stay began with a booking error caused entirely by the hotel. Despite having reserved two family rooms, we were told that our booking had not been updated in their system and were instead placed in three standard rooms for the first night. The following day, we were moved into the two family rooms we had originally booked, yet the hotel still insisted that we pay for the additional standard room that we only occupied because of their mistake. The condition of the rooms was appalling. They were infested with cockroaches, the towels were grey, worn, and stained, there was a constant sewage smell coming from the drains, and the rooms were dirty, with hair and dust throughout. The walls were damp and showed obvious signs of water damage and poor maintenance. To make matters worse, the air conditioning did not work. We repeatedly contacted reception and maintenance. A technician eventually came and assured us it would start working within ten minutes, but it never did. Despite several more calls, nothing was done to resolve the issue, leaving us in an unbearably uncomfortable room. The customer service was even worse. The hotel manager repeatedly called us demanding payment for the additional room, breakfast, and various supplements. He spoke to us in an aggressive and disrespectful manner, even shouting at us while we were travelling with our children. We had to ask him to remain professional and treat us with respect. Rather than apologising for the hotel's own mistakes, he made us feel as though we were at fault. The facilities were equally disappointing. The swimming pool was unsafe because many of the tiles had come loose, meaning our children were unable to use it. There was only one restaurant on the property with a very limited menu, leaving guests with few dining options. We also experienced misleading pricing. When we asked the hotel to arrange a taxi, we were quoted a price for a return journey. When we later went to book it, we were told that the quoted price was actually for a one-way trip. We arranged our own taxi independently for significantly less, and even the driver was shocked by how much the hotel had attempted to charge us. The experience became so unpleasant that we decided to check out a day early and book another hotel at our own expense. We even had to pay additional fees just to leave early because we no longer felt welcome or comfortable staying there. From the poor hygiene and lack of maintenance to the misleading charges, broken facilities, and extremely unprofessional management, this hotel failed on every level. We travel frequently and have never experienced such poor hospitality.
