Old Hotel room with no hot water Posted 15-Jul-2015
Arrived later after a long flight just wanting a shower and a good nights sleep. Checked in and walked quite a way to find our room in the large hotel only to discover the key didn't work. Had to go and find staff to let us in. They said they would send someone up to fix the door but never did. Went to have a shower only to discover there was no hot water. Husband went back down to reception to report the problem. Staff said there was no hot water in whole hotel (this would have been helpful information to tell us when we were checking in) and that we would have to shower on the ground floor in the public pool toilets. By this stage we were exhausted at about midnight and had to take our clothes downstairs to wait for the manager to let us into the pool area which was now locked up. Because our key wasn't working this also meant we had to leave our room door ajar with all our valuables inside just so we could get back in. The other thing that was disappointing was that the bathroom had no shampoo, conditioner, lotion or tissues. It was old and only had the bare minimum of everything. We could have paid a lot less to stay in a place like this!!
Comment from Hotel Management
20-Jul-2015 by Customer Care, Hotel Management
Dear Vanessa, Thank you for taking the time to share your feedback. We apologize for your dissatisfying stay. We apologize that upon arriving to your room you found that your key was not working and that the door system was not fixed to allow you entry into your room via the room key. We are also sorry that the hot water was not working properly at the hotel during your stay and that you were not informed of this on arrival. We appreciate you sharing this experience with us, and apologize for the inconvenience of needing to use the pool showers so late at night and while your room key was not working properly. We take the time to listen to your constructive comments so we can continually improve our services. If you would like to discuss your stay further, please contact Corporate Customer Care.