Stayed here for 6 days in December in room 402. Room was very spacious and generally had what we needed. Others have talked about air con issues; it was 38+ for 4 days when we were there. AC wasn't strong, but room temp was fine as long as you left it on all day (we were also south facing, so didn't get any direct sun on our windows). However, there was a really significant amount of mould in the bathroom indicative of extensive neglect.
Although booked through we were actually spending our 2nd night off the premisis so I told reception about the state of the bathroom and asked that it be cleaned while we were away. On our return, the bathroom had not been cleaned. On this occassion I spoke with the manager on duty. We were more than 5 minutes into the conversation before he even apologised! I showed him photos of the mould, and he said that he would get house keeping to clean it right away. When I asked about compensation (especially in light of the fact we didn't even spend the night there when the cleaning was meant to have taken place), he actually said that him organising to have it looked at by housekeeping that morning was appropriate recompense. I disagreed and was required to put my complaint in writing to the front office manager. In the mean time, an attempt was made to clean the bathroom, although pockets of mould still occurred in places like between the shower screen panels (you'd have to be on the shower with the door closed to see it, nut this should still be clean, in my opinion).
I did write to the manager, asking for the charge for the night we didn't spend to be removed, and supplying my room number, mobile phone number and email address and asked him to contact me with an outcome. In the following 3 days, I heard nothing. On settling our account, we received a $50 discount on our room charge, with no message or follow up at all. Really disappointing! Crap attitude and service throughout.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
24 January 2012
Dear Travelbec
Thankyou for staying at our hotel and writing a review. I am sorry you did not enjoy your stay.
I have spoken with the Front Office Manager and Housekeeping Supervisor in relation to your comments.
Housekeeping advised that extra attention is being made to ensure our Standards are maintained and that all attendants have been instructed on the need to promptly report rooms with excessive mould and grout problems. Housekeeping Supervisors will also be paying more attention to this particular area to ensure effective cleaning is adhered to in the first instance and not allow any build ups to occur.
The Front Office Manager advises that an attempt was made to contact you unsuccessfully by him and also instruction given to another Senior Team member to continue to follow this up further with you on his days off. Unfortunately this follow up does not appear to have occurred and we apologise that the matter has remained unresolved.
I have impressed upon all levels of staff and management the necessity for ensuring standards are met and maintained and the need to follow up personally with guests when issues are raised.
Please do not hesitate to contact me personally should you wish to further discuss this matter.
Kind Regards
Damian Gillings
Executive Assistant Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC