We spent one night at the Vivenda Miranda attending a wedding. The hotel is in a lovely location and the wedding was fantastic. After reading the reviews about the lack of air conditioning, we rang the hotel and were told that their standard rooms all had air conditioning, therefore we booked a standard room. Our room (number 2) was small and basic, however it was clean and had a balcony with fantastic views of the ocean. The bathroom was tiny and the shower fell off the wall when it was in use. The air conditioning didn't work and we complained 3 times before we were told that it was broken and we were given a fan. As the hotel room was so small, all the fan did was blow hot air around the room. As a result, we did not get much sleep. We complained to the receptionist when we checked out and was very apologetic. She explained her manager was off that day but phoned the manager of their sister hotel, The Cascade. We explained the situation again and were told that they would refund us 20%. We did not feel that this was enough, however we agreed as we did not want to argue and waste anymore of our holiday. We have just returned to the UK and found out that they have only refunded 15%! Charming! It's a real shame about this hotel as it is in a lovely location, however without air conditioning they really should not be able to get away with the prices they charge. We would not return to this hotel and would not recommend it for an overnight stay.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
6 June 2011
We were of course pleased to hear how much you enjoyed your friend’s wedding and how fantastic you felt the event was. Of course we take great pride in ensuring that all is perfect for the couple’s special day. We also thought it was a terrific event with much merry making going on until late into the night. We regret very much the inconvenience you experienced in your room that night after the wedding. Unfortunately, the system that we have in the hotel for air conditioning also functions as a heating system in the cooler months and at that time of year the system still works on the heating cycle as in May the evenings are often a little chilly rather than warm, so we need to be able to heat the rooms should it be necessary. We do apologise of course, but technically we can only choose one of these options.
With regard to the shower, perhaps we should consider installing an extra shower holder for more flexibility should a guest find it difficult to manage the standard holder due to special requirements or infirmity of any kind so it is not necessary to use the overhead shower holder.
With regard to the discount differential that you mentioned, it is definitely not usual for us to give discounts as if in the unusual situation that a guest has any special requests, we do our utmost to meet their requirements. As you were staying for just one night our Duty manager offered the 15% to try to resolve a difficult situation.
We absolutely regret having had a different understanding that the problem is solved satisfying.
Yours Sincerely,
Daniela Berendonk
Resident Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC