We booked this hotel at discounted rates and got a suite. Initially, the place looked great. However, as we soon discovered, appearances can be deceptive. When we booked in the reception was half hearted not particularly helpful. The suite was great - especially given that we had a good discount on the room - no complaints there. Equally, the restaurants, the pool, the promixity to the lake all was visually excellent. The first sign of this hotel not being guest friendly was our attempt to order food in the bar. The bar staff were massively understaffed and couldn't cope with orders - when I tried to order the barman tried to rush me through my order, my rude and initially just tried to remember my order. Finally, he angrily said, OK, I guess I better write it down. Once the food had been brought to the table we were unable to get any further service. We were also surprised at how noisy the hotel was and at the yob element.
The following day, we went out for the day and when we tried to return in the evening, there was a police road block in front of the hotel. We were told the hotel had been evacuated because of the nearby spreading forest fire. We asked what alternative arrangements the hotel had made and also asked if we could at least get our luggage, money and passports. We were told the hotel had made no arrangements and that we couldn't retrive our belongings. Instead we were told to phone the hotel who would help us. We tried phoning the hotel for the next three days ( we had nowhere to stay and very little money with us) and only got an engaged tone. We returned many times to the police road block expecting to find a hotel representative who would help us out - but the hotel management had all jumped ship. Finally, I complained to the visitor information centre who reported that they had had many similar complaints. They promised to take action and interestingly the next day we were allowed to return to the hotel and collect our belongings. Of course, the forest fire was no fault of the hotel, but they had made no effort whatsoever to advise, help or keep informed their guests. When I checked out of the hotel the reception staff couldn't have been more unfriendly. I said I had camped in our jeep with 2 young children for 3 nights, and they essentially said, so what, we've all had a hard time. To top it all, 4 weeks later I checked my credit card statement expecting to see a refund of the prepaid fees only to find they hadn't been automatically returned. It took several phone calls to make that happen. In short: this hotel looks good but there is no substance. Poor management
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.