This was my second stay at this venue. While the facilities are excellent and the hotel itself could easily compare with some 4-star chains, the customer service fell short this time.
I contacted the front desk from my room to extend my stay and add an additional room, and I was provided a price over the phone. However, when I went downstairs to finalize the booking, the rate was nearly double what I had been quoted. The staff member I spoke to earlier was unavailable, and although I had requested to pay by debit—an arrangement they confirmed—they instead charged my credit card, later referring to it as a misunderstanding.
Another guest checking out at the same time mentioned experiencing a similar issue with unexpected additional charges. While they chose to raise the matter with management, I opted to share my feedback here.
Overall, the hotel offers great amenities and a pleasant environment, but the current staff’s communication and customer service skills could benefit from additional training to ensure a more consistent and transparent guest experience.