Just returned from a 7 day trip to Long Beach Hotel after booking a last minute holiday a week or so before. Our first impressions of the hotel were extremely good and the front desk staff were extremely accommodating, offering a Virgin Mojito and hot towels on arrival. As we checked in at 12pm we were informed that our room would not be ready until 2pm which is hotel policy, although after 24 hours of travelling the first thing I wanted to do was freshen up!
Unfortunately, most of the issues we had with our stay started at this point. Upon returning to reception at 2pm to check in to our room we were informed that it was still not ready and we would have to wait around until it was. We then decided to go to the pool bar to have a quick bite to eat in the mean time only to find that a simple baguette and chips took the best part of an hour to arrive.
That evening we decided to have a quick dinner at the buffet restaurant and again were faced with more disappointing situations (which we found were going to be common problems throughout our stay). For example, the full range of cutlery was NEVER laid out on the table, drinks often arrived well into the meal (if the staff remembered to ask at all), milk was often left out to curdle, butter often took 10 minutes to arrive (by which time your toast was well and truly cold) and the dishes in the buffet were almost always incorrectly labelled (especially the desserts). It was also slightly concerning that about 50% off the staff have a poor grasp on English as I had to explain what a 'spoon' and 'straws' were several times.
It is a shame that the buffet restaurant was our first food experience as the Chinese & Japanese restaurant did offer a better level of service and food generally (even if the Japanese was a little pricey).
To be fair our main bug bear was with the buffet restaurant although a few other things happened that lowered our opinions, i.e. towel shack was still not open at 9am (when it was supposed to open at 8am) & staff attempted to enter our room three days before our checkout as we were 'supposed to be leaving' - no idea where they got that information from!
I would like to say however that there are a few members of staff who deserve praise as they save what level of service the hotel has- notably Dharam the pool bar attendant who was extremely attentive and friendly, Kevin the security guard and the pool bar manager whose name I can't quite remember (begins with R).
Also, the new Marketing Manager, Mike seemed extremely interested in our views and genuinely wanted to change things around so give it 6 months and the service may well reflect that of a 5* establishment.
In a nutshell, great surroundings and facilities but wouldn't go back while its in its current shape.