We were greeted with a person who asked us to email the reservation. Guess, he was trying to check if we knew the room we had as the resort was full. Then he gave a room which was in a very bad condition & had blocked views on all side. He said a bungalow.. lol! in reality was a room in a bungalow. We requested a change as he it was not what we booked & he argued all rooms are full. On escalating, we were given a superior suite which was WORST! Description: It had the AC in a room & bed in another. You could feel the spring on the bed. I am in the age group 25-30 & a fit person, still I would say a night was enough for me to end up with a broken back.
Now the STAFF - There were 4 people: Receptionist (Worst than an intern, no decision making power). Floor mgr - very arrogant & does not care of the guest. Some other female who was chatting & someone from back office who asked us our concern & left the hotel.
Floor Mgr PRETENDED TO BE BUSY when I had hotels.com escalate the issue. I was standing there when she refused to take their call. After a few mins I asked them to call again, this time she said she is going to call the backoffice. Later said we cannot do anything, as we have not charged you. After some hrs of waiting & arguing she decided we will refund you 70% & showed me the billing information which hotels.com had sent. Where did that come from? In the end, we walked out & booked another resort.