Oh the soap was really nice and the pen.I simply cannot believe that people can call this place ' amazing or fantastic.What a joke.The rooms spacious??? are you kidding me.We were placed in a tiny room that was suposed to have a king size bed in it.A king size bed wouldn't fit in that room.(requested as my wife is 6 ft + and has a bad back).I had to argue it out with staff that it wasn't a king bed.It also was voiced that it was for our anniversary and we were placed beside the main pool area.(just what you need on a romantic weekend-kids playing at 7am)THERE WAS NO BALCONY OR WINDOWS-just some aluminium louvers that give little to no view or airflow, you do realise its get very hot up in the tropics.Apparently however there is such a thing as a king size zip bed which is Mantras' version.oh but it's the same--just smaller than a normal one.???We had to prove that we had breakfast included in our deal and produce paperwork.Oh, its a 'continental breakfast' some tinned fruit, cereal, some bread and a toaster, some ham and some cheese slices .No salt or pepper to be seen anywhere.My wife had asked( in an email as a surprise for me) for Champagne and chocolates be left in our room when checking in(at a price which is fine),nothing was mentioned or seen.So when asked we were told to 'check the fridge'.No champagne glasses supplied or offer of ice/bucket.
To try to resolve the issue( all this was done quite repectfully and calm i didnt want any boats rocked and didnt want to upset my wife , it was our 1st Anniversary) we were show 2 other rooms.One room pretty much exactly to same just on another floor closer to the pool area.(WHY i don't know..).The other which had a kitchenette, and sitting area,with a balcony area. Given little to no choice i said we would take it-since there was no way they could give us a king size bed or any other rooms.It's an extra $40 a night...!
We weren't given what we paid for, we certainly weren't treated with any compensation, we had to pay extra for a reasonable room.The english lady who had to deal with us was very nice and of course trying to help the situation but i could see her hands were tied from the manager.
We have travelled a lot.We have stayed in many hotels all over the world.I worked in hospitality for many years.I am certainly not a person who carries on and makes too much of a fuss or expects things i dont pay for or expect.I'd like to think i am courteous and respectful of staff whether at a local pub, a luxury resort or the supermarket.We are not well off and have to save for such luxuries as an anniversary away.
Who designed and built the monstrosity-it is a maze of halls and doors-possibly one of the worst designed resorts ever,take a compas and a GPS to get out.
I ran into serveral other people in town during our stay, that were staying at Portsea too and they all said the same thing-this is just not one person airing a grievance.
After looking about we had discovered better deals and much better hotels around the area.My biggest regret is that i didnt read through all the reviews before we booked as there are several with the same comments as I have.The pictures do NOT tell the story here!!
I will be contacting Wotif and letting them know of this too. This was suposed to be 4 STAR--this is far from it, and the only way we got near a second or 4rth star is we had to pay more for it!!
And to you Mr/Ms Manger..I do not expect you to comment.I expected you to deliver what you advertised, to instruct your staff to make compensation for your hotels short commings and to act like someone holding your postion with proffessionalism.It would not have taken much..So if this letter only but helps take that measly $120 out of your profits,if not more, that you charged us extra, then my job is done.A little goes a long way.
When asked that 'did you realise by treating us this way i would leave this review'- and the smug way you had said 'you welcome all feed back-it helps monitor the hotels business'-well i hope this helps you!
Just like word of mouth and Trip advisor-it is the best/ or worst form of advertisment.!
Look about people there is better for the same $$, and you may even get what you pay for!
Oh and the pen broke after a few days too,,, so i guess its down to the lovely soap.
If you look at the pic, there is aboit 1.5 foot on this side and i am up against the small fridge to take this.on the right is where a couple of sets of louvers opens,,no windows, no view, and open to all noise,the door on other side enters the tiny bathroom. Its very hard to pass each other .
The leather satchel in the picture is
approx 38cm wide x approx 4 wide= 153cm = queen bed..=room tiny noisy hot box
Nothing bigger was seen.or offered..
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
To TrippinRob, thank you for taking your time to write such a lengthy review of your stay at Mantra Portsea. I can see you are clearly frustrated and appologise that the room you booked did not reach your expectations.
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The room you booked and paid for was a hotel room through a ‘mystery deal’ on wotif, which does indeed state that the hotel rooms have a kingzip bed available. All of our Hotel rooms do have this bedding, it was a pure unfortunate circumstance that the unit you were booked into originally , the bedding had been swapped between the 2 adjoining rooms without our knowledge. This is extremely rare occurrence which has been rectified immediately. You were given an alternate hotel room option immediately that had the king bed but you declined this offer. The size of the Kingzip beds is the true size of an industry standard king bed, as supplied by commercial bedding companies for hotels. Regarding the location of the room, as it was your anniversary we opted to give you a lagoon view room as we thought this would be a nice option as most guests really enjoy the lagoon location.
The room that you opted to move to was actually 2 room types higher than the room you had booked and paid for. The one bedroom studio is a larger room type and does have the kitchenette facilities, spa bath, balcony and much more space. This is why you were charged to upgrade as you were moving to a different room type all together. The rate you were given to upgrade was actually discounted.
Our breakfast as stated on your reservation is ‘continental buffet’ and is included in the majority of our bookings as a complementary service to our guests. Our continental buffet breakfast is not limited as mentioned, it actually consists of five types of cereal, four types of bread (including gluten free), pastries (croissants, muffins and crumpets), ham, cheese, fruit salad (both freshly made every morning, tinned peaches/pears and whole fruits eg apple and oranges), two varieties of yoghurt, two choices of juice, coffee (machine in which you can choose your favourite coffee eg latte) and tea, including herbal options. There are lovely cafes in town should guests seek a full cooked breakfast.
As you mentioned it does get very hot up here in the tropics which is why we must place all food and wine in the fridges for our guests. If we were to leave the chocolates and wine out on the bench and you were to arrive later in the evening the chocolates and ice in the ice buckets would melt and not be of use. Sorry if this caused confusion for you, our intention was to ensure the gifts were ready to enjoy when you arrived.
Unfortunately you did not speak with me during your stay, so I apologise that you were under the impression the management gave you a smug reply. That is not our level of service and it is disappointing to hear that is how any comments by staff was taken. I do however agree with our staff, we do welcome all feedback and yes it certainly does help us monitor the hotels business. We agree that trip advisor is an important forum. Our staff are given levels of authority to resolve guest complaints and we operate to the best of our ability within our procedures and policies to ensure we are achieving the highest possible result for our guests. We cannot be making decisions outside of reasonable parameters just because a guest advised that they will post a trip advisor review if we cannot take the action they request. It’s important to us that we our guests have an enjoyable time and we welcome all feedback so we can continue to strive for the best.
So I do thank you very much for taking your time to post your review on your stay, your feedback was appreciated and duly noted.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.