Hospitality and customer care needs to be really worked on. We didnt feel safe or taken care of. Weve booked two rooms for six nights. One of the rooms only had the heater on and was extremely hot. We kept on asking for the air conditioning to be turned on. Every time we speak to a member of staff we need to repeat the whole story over again, without immediate action. I had to have the windows open in my childrens room so they could sleep at night, which was a safety hazard as the windows had partial grilles and I was really worried that they might accidentally fall or that someone could access their room. I wasnt able to sleep for the first three nights.
It wasnt until I had complained to booking that theyd told me the building that my children is in is the older building and that a technician is required to turn on the AC, but he was on leave due to the weekend and Christmas! Imaging being in a hotel with no support staff! On day 3 they got us Dyson fans which still didnt do the job. The air conditioning was not fixed until day 5 of our 6 days stay.
What hurt the most was that the hotel staff turned a blind eye to the whole issue. Nobody came and spoke to me, neither to apologize nor to offer an alternative solution such as changing the room. And when booking told them they need to compensate us for their shortcomings (the rooms were clearly described as air conditioned); they refused!
Overall we have felt disappointed and disrespected, which is such a shame.
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