I'm a little surprised at the uniformly glowing reviews on tripadvisor.
This hotel is gorgeous, without doubt. The building is full of character, each room is decorated with care and elegance; it is probably the most beautiful building I've stayed in. The location too, in the heart of beguiling stone town, is superb.
The service, however, is a little ragged. Food, when ordered to our room on three occasions, took at least 40 minutes to arrive each time. When our air conditioning fuse blew in the middle of the night, the staff on duty (who were asleep on the floor of reception) had to be cajoled into doing something about it, and then couldn't find the fuse box. On another night, the bar staff left for home at 7:30pm because no-one had booked for dinner, leaving a number of guests trying (successfully but with some effort) to persuade the reception staff to provide some drinks.
All minor complaints, to be sure, and all complaints that the manager agreed to address. But a 2013 Tripadvisor winner? I expected a little better.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Your review is bracing for us. An honest little slap that we deserve. We are trying to do too much with too little staff, as we edge into closing for maintenance month May. We apologize.
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Frankly, it is difficult all year for a hotel as small as ours and as moderately priced as ours, to provide all the services that we try to provide. Yet somehow, we mostly manage to get it done, and to enjoy the challenge in the process. Our motto among ourselves is "a wish is a command."
Currently, we're trying to put in a solar hot water system, a new generator, repair our inverter system, fix numerous small things in the rooms in order to close with the heavy stuff done while I'm here. When the staff prepare at the end of May to re-open the 1st of June, the tasks should be largely cleaning.
This past week we've had too few dinner reservations to open the restaurant. A bar staff member should remain until 10 PM, but as few are in the rooms, there probably were no orders for room service until yours. This is will be addressed to ensure that this mistake will not happen again.
About the A/C , it was not a fuse, but a citywide power cut. We were on inverter to provide power to rooms quietly, but the inverter system batteries cannot provide for the A/C. That many batteries are beyond affordability for us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.