102 Reviews
Rumba Beach Resort
Caloundra|0.31km from Caloundra Bigscreen Cinema
We finally had the opportunity to meet a few wonderful hosts in person: Mariana, Ines and Jackson! They were most gracious, efficient, and definitely guest-focused! However (isn’t there always an “however”?) an issue occurred regarding a malfunction television set. This was reported on Sunday. 2 April; the engineer came to our room and confirmed the existence of the problem. He indicated he could not replace the television until Monday. We were not compensated for the missed night with a few round-about-reasons as to why not, e.g., 1) the rooms are individually owned and the owner had to be contacted to authorize the purchase of a new television which could not be done until Monday; 2) had we reported the issue earlier, a replacement television might have been available; 3) it was neither the fault nor the responsibility of the Rumba staff that the television failed; 4) the front desk did not have the authority to offer compensation. These “reasons” are interesting but did not address the root issue, namely we were denied benefit of the full amenities expected for the duration of our stay. Now, to a much larger issue and significantly more important: On Monday morning, 3 April, DESPITE OUR HAVING THE “DO NOT DISTURB” SIGN INDICATED ON OUR DOOR, THE ENGINEER DISREGARDED IT AND KNOCKED LOUDLY SEVERAL TIMES! When I opened the door he indicated he was there to install the new television. When I firmly pointed to the “do not disturb” sign that he did not respect, he repeated that he was there to install the new television. Needless to say, my wife and I were both very upset as we were still in our dressing gowns and were leisurely enjoying a cup of coffee on our balcony. This instance certainly ruined our stay!! The front desk staff did not even apologize for the intrusion. When checking out on Tuesday, 4 April, when I mentioned the violation of one of the most sacred policies of any hotelier (i.e., honour and respect the “Do Not Disturb” sign of the guest, then, and only then, were we told they were sorry but that the engineer was only doing his job☹ As a follow-up, I sent an email to the General Manager and he replied that the ”Do Not Disturb” sign was for housekeeping only -- so, beware that if you want an afternoon nap or merely want to be left alone, the ”Do Not Disturb” sign will NOT prevent an unwanted intrusion! 
Excellent
103 Reviews