GGuest UserWhen we arrived in our room, there was a large amount of water on the floor because the air conditioning unit was leaking. We were initially offered another room of a similar standard, but we preferred to remain in the room originally assigned to us. Therefore, we chose to wait while the maintenance team fixed the issue. It would be advisable to check the rooms before guests arrive to avoid this kind of inconvenience.
There were only a limited number of sun loungers available around the pool, yet some guests reserved them by leaving their towels on them all day while being absent for hours. This situation should be better monitored and managed by the hotel.
I booked the Komodo excursion through the hotel and specifically stated that I wanted to visit the real Pink Beach on Komodo Island, not Long Beach on Padar Island, as I was aware of the trick there between these two beaches. The staff member clearly confirmed that the excursion included Pink Beach on Komodo Island. However, we were taken to Long Beach on Padar Island. In this case, either the staff member did not know what he was selling, or he knowingly provided incorrect information in order to secure the booking. In either case, this is not acceptable.
On the evening before our departure, we went to settle our bill. However, the amount presented was higher than the total of all the bills I had signed during our stay. Two different staff members recalculated the charges at least ten times but were unable to explain why the amount shown in their system was higher. As it was getting late and we were leaving the following day, I requested to pay the amount corresponding to the bills I had signed. However, the staff member refused to accept the payment, stating that if there was a mistake, I might have to pay more. I explained that I had signed all my bills and that if there was an error in their system, it was the hotel's responsibility, not mine. What was particularly concerning was that he kept providing different and incorrect explanations for the discrepancy. At one point, he claimed that GST had not been included, despite the fact that GST was clearly shown on the signed bills. This explanation was therefore inaccurate and demonstrated that he did not fully understand the issue himself. Rather than acknowledging the uncertainty and investigating it further, he appeared to be giving random justifications for the difference. His manner of speaking was also not customer-service oriented. I suggested that they could investigate the system issue afterwards but should at least accept the payment based on the bills I had signed. Instead, I was left with the impression that I was expected to resolve or bear the consequences of an internal accounting issue that was entirely beyond my control. After waiting at the reception desk for more than an hour and a half and seeing that the situation was not progressing and that the staff member still refused to accept my payment, I informed them that I would return the following morning before my departure to settle the matter. In the end, the discrepancy was indeed due to an error on the hotel's side: one of the waiters had entered a quantity of 1 instead of 2 for one of the dishes. I nevertheless paid the outstanding amount, for the waiter to not get into trouble. However, the way the situation was handled by the person in charge was extremely disappointing. Rather than taking ownership of the issue and treating the guest with professionalism, he provided inaccurate explanations, refused a practical solution, and demonstrated very poor customer service skills.
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