my wife, my four year old son and I received from one of your receptionists, Teesha, during our recent stay at your hotel. Unfortunately, our interactions with her left us feeling uncomfortable and unwelcome. From the moment we checked in, Teesha exhibited a dismissive attitude. She rushed through the registration process and responded to my wife's inquiries with phrases like, ”If you let me finish, I will tell you,” which felt unprofessional and unkind. On another occasion, when I asked for a bottle opener for two glass Coke bottles I had brought in from a corner shop, Teesha sighed and called a bartender without informing me of what she was doing. A simple explanation would have made the experience much more pleasant. Additionally, when I inquired about a karaoke session during dinner, her reaction was one of confusion. While she eventually provided the start time, I had to ask for the end time, which seemed unnecessary. A more proactive approach in providing information would have been appreciated. Each time we entered or left the hotel, Teesha’s demeanor was unwelcoming; she often appeared indifferent and did not smile. After we made an initial complaint to another receptionist, we felt that it was misconstrued and became a topic among the staff, which only made our experience more uncomfortable. While we appreciate the extra attention we received afterward, it felt forced and insincere. While we had high expectations based on your 4-star rating, unfortunately, our experience fell short in several areas. During a visit to the reception to inquire about Casela Zoo, I felt like an inconvenience. I asked what time the zoo opens, how far it is, the recommended time to leave, ticket prices, and how long it takes to explore the park. Teesha’s responses were short and lacked the detail I was hoping for, leaving me feeling unwelcome. Additionally, I encountered issues with the iron. While I understand there’s a 30-minute borrowing policy, it seemed excessive that staff were calling my room within 15-20 minutes and knocking on the door. This felt intrusive and made me question whether I was being treated fairly. Furthermore, the room telephone was not functional during my stay, and despite mentioning it several times, the issue remained unresolved. I also faced repeated problems with my room key card; it failed to work four times, despite my efforts to keep it away from mobile devices as instructed. The hotel itself felt outdated and in need of refurbishment. I noticed a lack of variety in the buffet options, and the presence of stray cats and birds scavenging for food was both concerning and unappetizing. Lastly, I observed that the luggage staff seemed to prioritize Mauritian and French guests, making our experience feel less valued. I wanted to take a moment to commend one of your staff members, Luqmaan, for his exceptional service during our recent stay. From the moment we arrived, he made a significant positive impact on our experience. Lu
Very Good
76 Reviews