This property is well situated with a great deal of potential, unfortunately it didn't live up to any of our expectations, and demonstrates advertising techniques that could fairly be labelled as fraudulent.
The property claims to offer wi-fi internet, a generator, a "waterpark", a buffet breakfast, and a nearby walk to a rainforest. On a three day, two-night visit in August 2012, we found none of these things in working order. In fact, the staff didn't even bother to put the cushions out on the sofas, hang up the hammocks or clean up the yard. A few of the numerous details:
-- Internet was not in working order, nor was the staff interested in fixing the problem. They blamed the cable company, but offered no working solution or apology.
-- The power went off for hours at a time at night. The generator was never turned on, nor could anyone be found in the early hours to ask about this, this was a major problem with hot temperatures and two small children who couldn't sleep. We told them after the first night about the problem, nevertheless it repeated the second night.
-- There is no "waterpark" on property, as described. There is a "sister enterprise" somewhere nearby, which belongs to the same owner apparently. Guests are free to go there on their own, and pay the entrance fee, but then, so is everyone else. On a similar note, there is a pristine reserve nearby with a small waterfall, but an entrance fee is charged, and there's no affiliation with this hotel.
-- The "buffet breakfast" advertised is a lie. For a family of four we were offered a "breakfast" of four slices of toast with jam. Even asking about the promised breakfast prompted no reply. This is notable because it demonstrated a general attempt by the owner to milk every cent out of the paying guests, much of that through deception, rather than provide the basic amenities promised. I'd also suspect that many of the positive reviews here might be fake.
-- Cleanliness was an issue. Beer bottles littered the grounds from the weekend, and were never picked up, under the beds we found trash and filth, and the grass hadn't been mowed for what must have been some time.
-- The amenities that were in working order were never set up. The advertised hammocks were stowed and never made available, the cushions to the chairs had been put away, and the much pictures swings featured in the photos had no cushions on them, and couldn't be used. The staff was reluctant to address this, claiming that they couldn't cause "it might rain."
-- When contacted, the owner was apologetic and promised changes to the customer service as well as the website, and offered a refund. A month later, no changes have been made to the false advertising on this site or others, and no refund has been issued.
For the money being charged here, this hotel is clearly a terrible value.
There are only two decent rooms on the site, the two suites. Others are interior rooms with only a s...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hi Brent. Thank you for your review. As stated in your review, we did have problems with the previous hotel manager, which upon your prior complaints with your emails THAT MANAGER HAS BEEN REMOVED. As I had stated to you on my prior emails, we, as owners, where deceived by her actions which where not acting in accordance to our hotel guidelines. We invited you, and continue to invite you, to visit us once again and view the changes our hotels has made in regards to what we offer and you will find that we DO offer EXACTLY was is advertised. You have chosen to disregard our invitation and have mentioned you want a FULL REFUND on your stay, but you did stay for over 3 days at our hotel, even throughout your complaints. Our offer is still open. We have hired a great manager with more than 8 years of experience in the industry and ALL of your complaints regarding the hammocks, power outages and staff abuse have been all eliminated, and we have added new amenities, such as new menu options, a new bar area, we have re-trained our staff and overall have over-hauled our services to make our hotel as comfortable to our guests as possible, thanks in part to your observations. As for our sister companies, RAWAKALA Rainforest Reserve and Canopy Tours gives you a special price for hotel guests (25% discount) from the regular price. As owners, our guests satisfactions continues to be our priority and we continually work in order to provide it.
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As stated before, and I insist upon it, our invitation towards you and your family is still open. Have a great day and happy traveling.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.