Mixed Experience: Great property, but terrible front desk service and communication
I recently stayed at this property, and while the physical facilities and overall environment were quite lovely, my stay was completely tarnished by a deeply unpleasant interaction with the front desk team on my final day.
Out of nowhere, I received a phone call from a male staff member demanding to know why I hadn't checked out. His tone was extremely unfriendly, defensive, and accusatory. When I politely explained that my booking was confirmed through the following day, instead of simply double-checking their own records, he insisted their system showed otherwise and rudely demanded that I come down immediately, threatening that we would be removed from the property if I didn't.
When I went down to the front desk with my confirmation in hand, it turned out to be an internal error on their end. While they did eventually offer a resolution to fix their mistake, the male staff member never even bothered to offer a basic apology for his aggressive attitude, false accusation, or the disruption caused to my stay. Accusing a paying guest of overstaying and threatening eviction due to a fault in your own system—without even saying "sorry"—is completely unacceptable and highly unprofessional.
It is a real shame because the hotel itself is nice, clean, and well-located. However, customer service is about how you handle issues when they arise, and the front desk staff’s lack of courtesy, accountability, and basic manners left a very bitter taste in my mouth. I hope management addresses this staff member's behavior and system communication errors, as guests deserve to be treated with respect, not hostility.
