We booked in June 2011 for a 12 night stay for October 2011, we were attending a wedding and also treating our daughter (who had been travelling for 8 months)We arrived at 5.30am it was dark and all shut up, no 24 hour bar. A young boy rang the manager, I took the phone and spoke to him he said he had been waiting for us but just left and his boy would show us to our room (we had emailed the hotel with our arrival information)
We walked up two flights of stairs, and shown to our room. The room smelt musty which wasn't surprising as the wall were the air con unit was had mould growing all over it. The towels looked as if they had been used to clean the floor and the sheets had a dirty brown stain on it, needless to say we lay down on top of the bed fully clothed, not the most welcoming room at all. After a couple of hours of resting we got up, in the cold light of day it was worse than we first thought, the bathroom was filthy, there was blue insulating tape holding the electrics in the bedroom on the wall and the air con unit knob had a big sign saying do not touch.
The bar and restaurant were closed for renovation so there was no breakfast, even though we had paid for bed and breakfast. The only redeeming feature of the rooftop bar was the view.
We decided that it was unacceptable and told reception we were checking out, we showed them the room and explained that they couldn't expect us to stay as conditions were unacceptable and there were no facilities, they offered to change the sheets but said they couldn't give us a refund as we had booked through the website as such we would have to go through the website (no manager available). They took our keys off us and helped us down the two flights of stairs, one flight of stairs had a very dirty carpet and was badly worn and ripped.
We emailed Cleopatra resorts from their website to let them know what had happened and that we would be expecting a full refund on our return, we got no reply.
On our return we e mailed again, again no response. We eventually got in touch with the company who took the money, they were able to correspond with the Cleopatra and get us a 25% refund, the managers response to our complaint was that we were a no show and the the rooms were kept for us, and we had gone to book somewhere cheaper, I don't know how he could know this unless his hotel is the most expensive in the area!!
I have attached photos of our experience and think the photos speak for themselves.
We did not let this experience ruin our time, there are plenty of lovely hotels and beach huts available. I hope that in writing of our experience you will not have to go through the same.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
it is unfortunate that the esteemed guests had to put up such a review. At the outset , let me put it on record that the time of the said guests checking falls during the post monsoon period in Goa , and ours being a property which runs 12 months x 24 hrs , this is the period when we undertake the post monsoon damage control and renovations . As such any guests who check in these days , are well informed by way of BOLD NOTICES informing them of the maintenence work being carried out and regretting any inconvieneinces which they may face due to the same. Our Rates too during the period is always kept to the lowest when compared to the whole years !! We do apologise for the unsatisfactory ambience they faced during our post monsoon work period . We wish and invite the esteemed guests to visit us during the SEASON ( pre monsoon days !!) , and we assure them , they will be more than happy to be with us .. . after all , we have been in the Hospitality Business in Palolem since 2006, and do have a whole lot of repeat guests who patronise our property on year to year basis !
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