I um’d and ah’d before writing this review simply because, for me, writing a negative review goes against the grain. However, the trea**ent my husband and I received on the last day of our five night September stay was so appalling that we feel we need to make an exception. We had a late flight out of Byron Bay but, leading up to check out, we were told in no uncertain terms that we could use the facilities for as long as we needed. However, the reception manager on the day of our check out had a different view, telling us to leave as we are “no longer paying guests” and refusing to confirm with the other staff who had given us very different instructions. It was the way she went about telling us to leave which made it completely unacceptable - she was outrightly rude, unprofessional and passive aggressive in her tone. She also approached me while reading by the pool and in front of the other guests. We were embarrassed and humiliated, and her behaviour was entirely inappropriate. The incident left us with such a bitter taste in our mouths tainting our entire stay, we decided to report it to the general manager whose written response was: “There are some learnings we have taken from the matter and I am comfortable that my staff are competent to fulfil their duties”. No apology for what had occurred. To be clear, my husband and I are pretty easy going, amicable and friendly people. In our 50 years of life, we have travelled quite extensively, and we have never had an altercation (or indeed anything but notably positive interactions) with any staff member at any hotel ever before. Please see all my other Tripadvisor reviews over the last 12 years - only ever five star- titled “Special experience”, “Beautiful in every way”, “Sublime!”, “Exquisite hotel”, “Exceptional”, ”Superb – gets better and better”, “Made our stay in London sublime”, “Gets better every time!” “Outstanding”, “Third visit – and wowed again!”, “Still outstanding!” “Just exquisite”, “Gorgeous hotel with terrific staff”, “Amazing hotel – still”, “Perfect”, “Amazing five star experience”, “Treated like royalty”… just by way of example. The point is we are not negative, fussy, demanding or unreasonable people - we did not do anything to warrant the trea**ent we received… As an aside and, in the spirit of full honesty, getting a decent night sleep at this hotel is a challenge, because you literally hear everything from other rooms.
自動翻訳