Charmillion Club Resort

I booked a Superior Family Room that was supposed to accommodate four people (2 adults and 2 children). However, the room only had one king-size bed. Later, they brought in two metal guest beds with very old, thin, and uncomfortable mattresses. I called the reception to request a mattress change, as it was impossible to sleep on. The receptionist answered rudely, saying: “Why are you calling now? This issue cannot be solved tonight. You need to call again tomorrow morning because there is no one available to help now.” When I insisted that this was unacceptable and asked why no one could assist, he raised his voice, which forced me to raise mine as well. I then asked to speak with the manager. The manager, in contrast, was polite and understanding. He apologized for the receptionist’s behavior, as he had overheard the conversation, and promised that my issue would be resolved shortly. About five minutes later, he called back to say that someone would bring a replacement mattress soon. After 30 minutes with no update, I called again, and he said the person was on the way. Fifteen minutes later, still no one had arrived. I called the reception and told them to cancel my request for the night, as my family was already exhausted and wanted to sleep. A little later, the manager called again and apologized, saying the housekeeper was waiting outside my door. I had already gone to bed, so I asked him to handle it the next morning since my family was asleep. Unfortunately, the next day, no mattress was replaced. Instead, they sent a plate of fruit to the room as compensation. This was my experience at the hotel. The staff clearly need better training in communication, professionalism, and follow-through. This was just one example, as I also faced several other issues during my stay, particularly with the kitchen.