We visited this hotel at the end of June 2013 after our safari for the relaxing 2nd week of our honeymoon.
The hotel is ok, but you need to be careful when you book your room. we were booked in for a garden room which apparently we had been upgraded by the hotel as we were on honeymoon, this to us was no upgrade.
We ended up changing our room, and having to pay 60 euros per person per night (fantastic start to our relaxing honeymoon).
We asked why have not been upgraded to the honeymoon suite, the response was we no do not have a honeymoon suite them it was all ready been booked up they could not tell us anything correct without contraindicating them selves.
This change caused us stress and disappointment, to then have disgusting bugs in our room and paying that money to share your suite with bugs was wrong, we complained to reception who did send housekeeping out but all they did was spray and after a few hours the bugs reappeared (cockroaches).
After a night and 1 day we had, had enough of this so we contacted our tour operator and got moved from the hotel.
BUT before we left the hotel owner/manager was called in and said we should not of been charged for upgrade and the honeymoon suite was available, he made us look around and i said if we were offered this when we complained we would be happyish we would still be looking out for those horrible cockroaches.
We decided we are not happy the staff were very rude and the looks we got were disgusting if they cannot handle a complaint they are truly in the wrong job!!
They also had a lot of flies, as the area where we ate was open, so you had to fight with the flied constantly when eating at the table, the restaurant staff are very friendly and helpful.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 15, 2013
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We would like to appreciate your choice in selecting Leopard Beach Resort and Spa as one of the destinations on your honeymoon trip .
Having read your comments, please allow us to clarify on some of the issues mentioned;
On arrival; it is true to the fact that a 2 tier complimentary room upgrade was extended to you by the hotel as a kind gesture. It is regrettable to read that the room provided was not to your expectation, a need that was immediately addressed by the manager on duty on the day of your arrival.
It is also true to the fact that out of the options provided by the then manager on duty, given the above need and in your own volution; opted to upgrade to a higher category at a substantial cost that you were all in agreement to.
It is true to the fact that upon your arrival, all our rooms in the Honeymoon suite category were fully booked and it was explained by our staff that complimentary room upgrades are extended subject to room availability, of which was not the case at the time of your arrival.
As a hotel located in a beautiful tropical environment, we are fully aware of what nature has extended to us; that which brings comfort and to the very least discomfort to our guest, it is with this that we carry out regular and extensive preventive practices to include fumigation – an activity that was ongoing even during your stay with us hence the possibility of having these insects take refuge anywhere including the rooms though eventually they succumb to the effects of the fumigation.
You will attest to the fact that soon after our front desk received the report on the presence of cockroaches, prompt action was taken by our Housekeeping team, after which no further complaint was received.
As the hotel management, for the inconveniences caused, we voluntarily offered to waiver the room upgrade charges, a courtesy that you warmly welcomed.
We at Leopard Beach Resort and Spa always encourage constructive customer feedback, contrary to what we have in this case as it is in many ways not portraying the true picture of the situation that was at hand.
We pride ourselves in offering first class service with our renowned Chui Class services receiving a lot of mentions from our previous guest in this forum; we believe our Management team is competent enough to handle the most difficult of situations and in this case our Resident Manager handled your situation diligently showing you all the options we had and waived your upgrade charges mentioned at the time of your leaving the Resort.
This is the first time our staff have been referred to as rude and we take great exception to that particular statement .
Despite the above, we hope you will consider giving us another chance and look forward to making your next visit memorable.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.