We booked 2 courtyard apartments for 2 families at the Zanzibar. When we arrived after 6pm on the first night we found that reception was closed. We had no idea how to get into our rooms. Luckily for us a Maintenance guy turned up and he eventually got us access to a safe which held our keys. Sadly, there was no information which was our apartment or which was for our relations who were planning to stay a little longer (8nts). After much consternation, the maintenance guy found out which apartment belonged to which family. What would we have done without his timely intervention I wonder?
The courtyard apartments overlook the sea (if you're tall you can see it) and also have a spa and a BBQ. Our spa was not working and we had a note to say that it would be repaired soon. (It never was, but reception did organise a refund for us regarding this).
The apartment itself was dirty. The cleaners do not do a good enough job in there. The furniture has never been moved just vacuumed around it. There were 15 large dead insects in the apartment when we went in there. (We later found a good few more under the beds!)
We complained to reception about the state of the cleaning and they agreed to send the cleaners in the apartment again. Little improvement. They did not move the furniture, you could see dust all over it. The carpet was not cleaned to its edge.
There was definitely an insect problem in the apartment (number 203), as we had an incident in there every day, and we did not leave the patio doors open either!
The outside courtyard area was filthy. It definitely had not been cleaned prior to our arrival (cigarette filters, bottle tops, dead insects etc), and even if the spa had been fixed in time we would not have gone in there. The whole place needed a good scrub.
The apartments were also very noisy, and you could hear people using the lifts, having conversations etc, especially when in the bedroom which overlooked the inner area of the apartment building. Very noisy at night!
The receptionists were grumpy and defensive. They were obviously used to people complaining as there was even something mentioned on the 'Welcome Information' about guests wishing to leave early..!!
The drainage smell was terrible from the second bathroom and needs some bleach down it . The curtains had not been cleaned for months, and the soft furnishing all need washing. In short, it was grubby. The receptionist said that the cleaners were not given enough time to clean the apartments properly. Whose fault is this?
The apartments were also not serviced during our visit. (Apparently you have to stay 8 nights or more to have clean towels and bedding changed etc and get a quick vacuum around).
This was our first time at a Mantra (and they had been highly recommended) - am not sure if and when we will chance another booking with this hotel group.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to share your experience here at Mantra Zanzibar with us, and it is certainly regrettable to read that on this occasion we failed to meet your expectations. Firstly, please accept my apologies for any confusion you experienced upon arrival at the resort. The instructions for entry and check-in after hours are provided outside the main entry doors, and these are usually also included in the confirmation details you should have received from your agent upon booking. As the rooms were both booked under the same name the registration details reflected this, and again I apologise for any confusion this caused.
Please also accept my apologies for the issues you experienced with the cleanliness of the apartment. This is certainly not up to our usual standard, and it is disappointing that we were also unable to re-clean the apartment to your satisfaction. I have spoken both our Executive Housekeeper and supervisors regarding your feedback to ensure immediate improvements are made, and that this situation is not repeated.
I also apologise that we weren't able to get the spa operational until towards the end of your stay, however unfortunately we had to wait for some parts to arrive before the repair could be completed. It was also with disappointment that I read your comments regarding the Reception staff as we usually receive nothing but praise for their service, and this feedback has been shared with them. Regarding the comments about the servicing of the apartments, as all our apartments are self-contained there is no daily servicing included in the rates and apartments receive a full service mid-stay when staying 8 nights or more. If guests wish for daily or other services these are certainly available for an additional fee, and I apologise that these were not offered to you by your agent when booking.
Debs186346, thanks again for taking the time to share your thoughts with us and I certainly hope this does not deter you from staying with the Mantra Group in the future. Should your travel plans return you to the Sunshine Coast we would welcome the opportunity to welcome you back so we may demonstrate the true spirit of Mantra hospitality, and please do not hesitate to contact me directly so I may ensure your next stay is memorable for all the right reasons.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.