4/10 - 별로예요
Jamie
아이를 동반한 가족 여행
2025년 8월 18일
별로예요: 직원 및 서비스
The staff at the front desk were inflexible, one was rude (Saffiyah) and they are unable to make any changes regarding bookings.
We booked an ocean view for the last night of our stay accidentally and they said they could not change us to a mountain view on the system (despite us already being in a mountain view where we continued to stay for the additional night).
They were unable to provide an ocean view early enough for us so we decided to stay in our current mountain view room. (We didnt get rooms until after 430pm on check in and didnt want to risk waiting that long again).
They made us "voluntarily' sign a form saying we voluntarily took a room downgrade without any reimbursement for the difference in price. There was no budging with them so we did. Then asked if at least we could get a complimentary late checkout as we technically paid extra for the room we are in. They said no. After much asking on our part they agreed to 1pm checkout. Then on the day of checkout they said we cant checkout at 1pm anymore. The front desk and reception at this hotel os just a mess. Did i miss that our original check in took about 2 hours? Horrendous, no flexibility, bad customer service. Not all the staff were bad at the hotel but not all were noce either. For a Royalton hotel i was really shocked at the overall service level at this hotel.
