"Beautiful hotel, but ruined by a rigid and disappointing check-out experience
I booked this hotel for my daughter’s wedding, and our family stayed across three rooms. The hotel itself is beautiful, the amenities are excellent, and the breakfast was outstanding. We initially enjoyed our stay immensely.
However, check-out was a completely different story. We were surprised to be told that a fourth room was booked under our name. When we explained we had no knowledge of this room, we asked why no one had contacted us when it became a "no-show" on night one. The staff had no answer. Despite our request for them to check their security cameras to verify that no one ever checked into or used that room, they refused.
Rather than waiving the fee or offering a standard one-night penalty, they insisted on charging us the full amount for the entire stay. They completely refused to negotiate—which is incredibly disappointing considering our wedding party had brought over 20 room bookings to the resort. This rigid, uncaring customer service is certainly not what you expect from a 5-star resort."
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