Terrible staff and terrible service
We were delayed from checking into our room on arrival due to a 'broken door handle'. Apparently they didn't know which room we were having but they did know we couldn't check into it because of the door handle. We had travelled a long way with 2 young children who were very hot, very tired, very hungry and we just needed to get to our room. I asked how long it would take to mend and the (very rude) receptionist told me she didn't know because the maintenance men were 'very busy'. In the end she said she would text me when the room was ready. We wandered round trying to entertain the kids for and hour and a half and then I went back and asked about the room. I was told by another receptionist that the room was ready. When I asked why I had not be texted about this, the original receptionist came over and said very rudeli 'I did test you OK?' and I said 'not really' and she turned her back on me and walked away. When we finally arrived at our room, there was someone else's dirty glasses (drink) left outside the door. We went into the room and there were no pillows on the childrens bed. Also someone had closed and locked the safe and it couldn't be opened. Then the room card which we had used to get into the room originally didn't work which meant we now couldn't leave the room until they fixed that. We waited three quarters of an hour for the pillows, the glasses were removed quite quickly, and an hour went by before the security men arrived to sort out the door and the safe. They fixed the safe straight away but said we would need new door cards for the room and they would have some sent over.
To this day we have never received the text which was apparently sent and we have never received the new door cards.
This is a beautiful hotel in beautiful surroundings but I never in my life experienced such appalling service and such rude uncaring staff.
To cap it all on the last day they tried to charge is $118 resort fee. They finally relented in this but I find it unbelievable that you pay a lot of money to stay here, then they charge you $32 per night to park (like you have a choice) and then $17 per day to use the facilities. Surely when you stay in a hotel you expect to use the facilities and you expect it to be in the price. This is some secret hidden charge not mentioned in any brochure I have seen.
Oh yes - and the rooms are NEVER cleaned properly. If you don't wear shoes your feet will be perpetually black.