It has been some years since we visited but clearly the quality of a 5 star hotel is lost. Staff walks around with dirty clothes and phones hanging out of their pocktes. Breakfast is very poor! When ordered room services food comes cold.
Upon arrival it was not clear where exactly the check-in counter/reception was, which was not right next to the entrance door as expected, but a floor below. After check-in, it took forever to get a porter to transport our luggage to the room. The rooms have a fireplace, but no complimentary fire wood. One sliding door in the room was broken and there were stains visible on the bathroom floor. One sliding door in the room was broken. We took the BBQ option for dinner and were told over the phone that this will be a plated service served in the restaurant. Upon arrival we were informed that we had to do the bbq ourselves. The arrangements for the bbq between reception staff and the deli staff was poor. We were not informed that we had to make arrangements with the deli ourselves.
During the coldest months of the year, a getaway to somewhere warmer and cozier is much needed. The Pezula Hotel fits this getaway destination perfectly. Whether it is for only one night or multiple, the staff are always friendly and ready to help. The rooms are quite large, clean and with amazing views no matter where in the estate you are located. Room service is on point, delivering food quickly and efficiently. With the fireplace lit and wood restocked from just outside the room the nights are warm and comfortable. Well insulated and noise isolating walls ensure that you hear nothing around you except the crackling of firewood. This makes it great for a little time away from the buzz of daily life.
We booked for the weekend, special weekend after a difficult few weeks. In my emails I asked every time if the Friday afternoon spa treatments is confirmed. After 3 emails I got a email confirmation. I also asked them to make sure our room is ready for check-in before treatments and that the sauna was booked for after our treatment. On arrival... Room was not ready. With 15 minutes to our treatments they struggled to get hold of housekeeping and someone to take us to rooms. Lady in reception said we told spa we will be late because we waited for portar. At Spa when we rushed there, they didn't know about us and told us that they think our Treatment will be done in n room not there. In check in Lady didn't tell us. We went back to reception, already 30 minutes late and the receptionist was solo rude. Telling me they have internal problems she can't help. And ignore me and start helping other guest!!! IThe lady in the Spa got hold of the manager. He came with one therapist and told me we must go for treatment and relax he will speak to me afterwards. At the room we waited another 20 minutes for the 2 therapist. She told me afterwards she didn't know about treatment. The also DIDN'T book sauna. Needless to say, we didn't enjoy massage at all. After everything we asked where the manager was and the receptionist said he went home. REALLY... just got rid of us and leave. In the room the wi fi code didn't work. My husband phone reception and she told him the code was correct. After the 3 rd call she realized WRONG pin. I. Phone for ice. 48 minutes later, 2 calls. Our whole special evening was a messed up. At breakfast we ask if the manager was in an been told no he is not coming. They sent us a guy Henry that really try to help. I told him if the can do our treatment again the afternoon and maybe do something nice to convince me to stay and try to make up to us. He phoned the manager who was supposed to talk to us the Friday and just ignored us. He said the can't help us and that's fine if we book out and not staying the 2 evening. Really!! I was in tears. That's the worst service we ever got. And the way they treated us. On check out I told them I think we paid already but couldn't go into bank. They said no so I pay again. When I went into bank later the morning I saw we did pay and phone immediately to get money back. I mean we paid DOUBLE for the worst breakaway ever. The guy told me no one can help me before Monday. An up to now, no manager call or came back to me about any of above. I got the impression there is so many internal problems, staff like to spite boss and now us the paying customer suffers. I will tell everyone about it and not to go there and if I don't have money back by tomorrow I will start legal actions. @pezula…
New Management needs to work hard to restore Pezula Hotel's former glory. The location is to die for, but location alone does not cut it. Guests must be made to feel comfortable and valued. Little incremental improvements could go a long way to achieve that.