埃森薩海灘民宿飯店

"We arrived at the hotel at 11:30am, fully aware that check-in wasn’t until 2pm, which was totally fine. At first, the reception staff began checking us in, giving us breakfast times and general information. Everything seemed routine, until they suddenly told us there was no record of our booking. From that point, the service took a dramatic turn for the worse. The staff quickly distanced themselves, offering no apology, no assistance, and no attempt to resolve the situation. Instead, we were simply told, “You’ll have to sort it yourselves.” No effort was made to help us, despite it clearly being a stressful and upsetting experience. The manager in particular was shockingly rude and dismissive. When we asked calmly for help or clarification, he showed no concern whatsoever. He barely acknowledged us, offered no solutions, and made it very clear that we were not his problem. His attitude was cold, condescending, and completely devoid of any basic customer service. Rather than diffusing the situation, his behaviour made it far worse — we felt humiliated, ignored, and completely abandoned. On top of all that, the toilet in the lobby was out of order, which was incredibly inconvenient given we were stuck there for hours. The electrics also kept cutting out during the six hours we waited — lights and power flickered constantly, making the lobby feel more like a disaster zone than a welcoming hotel. The only positive in all of this was Joyanna at reception, who came on shift later. She was the only one who showed empathy, professionalism, and basic human decency. She listened to us, tried to help, and treated us with kindness when no one else did. Her efforts stood out in stark contrast to the rest of the staff, especially the manager. We weren’t expecting perfection, just some support when something clearly went wrong. Instead, we were met with indifference, rudeness, and a total lack of accountability. This experience completely ruined the start of our holiday. We felt disrespected, unsupported, and utterly devalued as paying customers. We will never return to this hotel."