訪訪客用戶Feedback and Complaint Regarding Recent Hotel Stay
I would like to provide feedback and raise a concern regarding my recent booking experience.
I booked a stay for 15 guests at a specific hotel ( Lux Penhouse), and the booking went through successfully without any issues. However, just a few hours before our scheduled check-in, I was informed that we would be moved to a different hotel ( bayshore phase 2), with the reason being that the original hotel “could not accommodate 15 pax.” This was extremely disappointing, especially since the booking was clearly made for 15 people and was confirmed.
The replacement accommodation provided did not meet expectations:
• The utensils were incomplete, and basic amenities such as toothbrushes and towels were not ready upon our arrival.
• The swimming pool was closed for maintenance, which was not communicated in advance. This was one of the main reasons we chose the property.
• Overall, the place felt unprepared for a group of our size.
On a positive note, I would like to acknowledge that the few staff who assisted us and the lobby personnel were helpful and courteous, and we appreciate their efforts.
While we understand that unforeseen changes can occur, proper notice and preparation are expected, especially for confirmed group bookings. I hope this feedback helps improve your service and guest experience. I would also appreciate a response regarding this matter.
Sincerely,
Cheryl ********
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Bayshore phase 2
CCrisselleDuring our stay at the hotel for my mom, we found the experience to be truly delightful. The cleanliness of the hotel was impeccable, which made us feel at ease and relaxed throughout our visit. The rooms were not only spotless but also designed for comfort, providing a cozy atmosphere that my mom appreciated. The staff was attentive and ensured that all our needs were met, adding to the overall positive experience. Given how much we enjoyed our stay, we are certain that we will choose this hotel again for future visits. It provided everything we were looking for, making it an easy decision to return.
訪訪客用戶We just wanted a place to stay last night since we have relatives in our tiny condo. Luckily we found the hotel via trip.com and we loved our stay. The strong internet connection is commendable too since I have some office work to do at night. Will definitely go back!