Our family's 4-night stay started poorly, but it ended up being a great holiday
We arrived at 9 pm, but reception had no record of our booking. We were given a cheaper room (not what we had booked) and promised a move to our correct room "first thing" after breakfast
That evening, we were told the restaurant for our inclusive dinner was closed, so we had to pay for room service. A booklet in the room later showed the restaurant was actually open until 10 pm
The next day after breakfast, we were advised that it wouldn't be immediately and were asked to stay in the room till 11 am, packed and ready. At 12 pm, I called reception, only to be told that rooms are only available from 3 pm. We felt it was not their problem and we had to deal with it ourselves.
I asked to speak to a manager, Josh, which changed everything. He listened, apologised, and had us in our correct room in 15 minutes, also providing a hotel credit for the trouble
From that moment on, everything was perfect. The hotel is beautiful, facilities are in great condition, and all other staff were friendly. We truly enjoyed our stay
In summary, the hotel is wonderful, but the front desk processes fail under pressure. If you have a smooth experience, you will love it. If not, speak directly to a manager