We spent a couple of nights here in March. The room was reasonable, nothing stylish or special for the money. Had to turn off the air con when it suddenly started making a clanking noise in the night and spitting drops of water. On departure I accidentally left a good quality lightweight swimsuit in the room, so phoned the hotel within 24 hours to ask if they had found it. They kept us waiting on the line for more than 20 minutes while they went to ask Housekeeping, just ten steps away from Reception. They eventually returned to the phone, with no apology for the delay, to say they had the garment. We asked if they could post it to the hotel in Orlando where we would be spending a week at the end of our holiday. The postage and effort would have been minimal and it would have easily fitted into a stout A4 envelope but they refused, saying we would have to arrange a courier service to collect it. A courier would have charged more than the value of the garment so, with reluctance I wrote it off, hugely unimpressed with this sluggish and unhelpful level of customer servcie. Had it been a heavy or bulky item, the hotel's reaction would have been understandable.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hello and Thank for your review. I apologize that you feel unsatisfied with our services and accommodations. You mentioned that the AC wasn't working properly? This is something that can easily be fixed at that moment and I am not sure if you notified the front desk or not but I will look into what exactly happened. Referring to your bathing suit that you had left at the hotel, the front desk went looking for the housekeeper that specifically cleaned your room and therefore it took longer than usual and i apologize for that not being stressed to you. Also, regarding the envelope and why we were not able to send out your undergarment. The Hotel is limited to what we can send back to the customers under the Hotel. We stress to our guests if they leave something behind they need to make proper arrangements for a pick up so that we abide by the hotel policy as well as the company that will be making the delivery. I want to make aware that in no way was the front desk acting sluggish and unhelpful, they were just going by the company policy. I apologize this wasn't stressed to you at the time and I will speak to my front desk so that we do not encounter this problem again. Warm regards
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