Feedback and Complaint Regarding Recent Hotel Stay
I would like to provide feedback and raise a concern regarding my recent booking experience.
I booked a stay for 15 guests at a specific hotel ( Lux Penhouse), and the booking went through successfully without any issues. However, just a few hours before our scheduled check-in, I was informed that we would be moved to a different hotel ( bayshore phase 2), with the reason being that the original hotel “could not accommodate 15 pax.” This was extremely disappointing, especially since the booking was clearly made for 15 people and was confirmed.
The replacement accommodation provided did not meet expectations:
• The utensils were incomplete, and basic amenities such as toothbrushes and towels were not ready upon our arrival.
• The swimming pool was closed for maintenance, which was not communicated in advance. This was one of the main reasons we chose the property.
• Overall, the place felt unprepared for a group of our size.
On a positive note, I would like to acknowledge that the few staff who assisted us and the lobby personnel were helpful and courteous, and we appreciate their efforts.
While we understand that unforeseen changes can occur, proper notice and preparation are expected, especially for confirmed group bookings. I hope this feedback helps improve your service and guest experience. I would also appreciate a response regarding this matter.
Sincerely,
Cheryl ********
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Bayshore phase 2
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