I have been a loyal guest of the hotel for about 4 years, consistently visiting at the same time each year. I always request a ground-floor room due to a physical injury. While I understand that allocation is subject to availability, my booking was made well in advance on 23 April for check-in on the 10th Nov, and I reasonably expected this request to be accommodated or be told the hotel is unable to accommodate before payment is made.
It was therefore extremely disappointing to arrive and be placed in the lower-level “Cabanas,” despite my prior communication about the difficulty this causes me.
I would like to acknowledge the longstanding staff who recognised me and assisted when I raised my concerns. In particular, Bongi, the porter, advised me to approach Guest Relations, and Sibu went out of his way to rectify the matter. After I explained how the stairs would aggravate my injury, he arranged for a more suitable room (Room 017) to be cleaned and prepared. Without their intervention, my stay would have been significantly impacted.
However, my experience further deteriorated when housekeeping knocked on my door at approximately 09:40 on the day of my departure - 15 November, stating that my room showed as “checked out” and needed to be cleaned. At that moment, I was still arranging a late check-out for 12:00 or 13:00. I was then informed — very abruptly — that I had to vacate the room by 11:00 and that no late check-out, even for an hour, could be accommodated.
As a returning guest, this was distressing. The hotel appears to be prioritising increased volumes at the expense of service quality and guest retention. Longstanding customers who return year after year should not feel disregarded, especially when their needs have been consistently communicated and historically accommodated.
While I appreciate the efforts of the experienced staff who attempted to make my stay comfortable, I leave deeply disappointed. I hope that, amid rising numbers, the importance of retaining loyal guests is not overlooked!
All in All - kudos to Sibu, Bongi and the rest of the old staff who still maintained some warmth and friendliness to make one feel at home inspite the new chaos and numbers!
