Some common sense customer service was lacking
Posted 8 Dec 2016 on Hotels
The bungalow and location were fine. But a couple of weeks before my stay, I received an email saying they needed to know my arrival time because reception closes at 4pm. I replied that my guess would be somewhere around 6 pm. I expected a reply acknowledging my late arrival with confirmation that it would be okay, or instructions on alternative arrangements, and I expected such a reply to be automatic, without having to ask. But I received no reply at all. A few days later I asked for confirmation that someone would be able to let me in around 6 pm and still received no reply. The morning of my arrival, it turned out that I could arrive earlier, but still after reception closes (4:30), and so I sent another email again asking for confirmation that someone could accommodate my late arrival, and yet again received no reply. I managed to arrive even earlier, partly because of a change of plans, but also because I felt I needed to resolve the doubt about late admittance. I arrived at the front gate at 3:40 - well before the official close of 4:00. The gate was locked and I did not see a phone or bell so I called the number on my invoice. No answer. I called again ten minutes later. The rep told me where the bell was and said if I ring it, the receptionist would let me in. I hung up, rang it, and nobody appeared. I called back and was told a key was left for me in the mailbox. Inexcusable that nobody told me this in advance. Also, Wifi was weak and my room had no microwave.