Publié le 17 juin 2017
At some point in its day this hotel must have been incredible. Our stay was very disappointing, all the facilities such as the bars, restaurants were closed supposedly because it was the off season, the only place open was the the sun pool restaurant. The staff was pleasant and well trained but down to the bare bones of staffing. They charge for parking and there was no valet most of the nights, we had to wait for the front desk or bell hop to to get our car or surrender it. there was no mention of any type of slow down do to seasonal transition. The Jacuzzi's by the pool were empty and not working,one of the four days we stayed there, there was a pool attendant that was never to be seen again. We went poolside to catch some sun on second to last day and looked for someone to get pool towels from, to no avail, we went into the restaurant and asked a waiter to get hold of someone twice, 45 minutes later no towels and we left. Also the pool was not well kept the area was not kept clean there was discarded nut shells on the floor, that were left there for days.
My wife left her make up out in our rooms bathroom and it was dropped by the cleaning staff, with no explanation nor apology.
We had a couples massage at the spa, that experience was also regrettable, the attendants did not seem as though they were experienced enough, LAYAL my was nice tried her best, but Pierre walked in after us and was in his Gym clothes during the massage and seemed to be in a rush and actually ans
Commentaire laissé par : Direction de l'hôtel
30 juin 2017 par Giuseppe Ressa, Direction de l'hôtel
I would like to thank you very much for your sincere feedback. I am truly sorry to hear that we were unable to provide you with the level of service expected from a Luxury Collection Hotel & Spa.
During your stay we were operating 3 restaurant and 1 bar, Shisha Hills opens daily from 6pm till 1am while Sundays from 12:30pm till 1am. Pasquale, our Italian Restaurant opens from 7pm to 11:30pm Tuesday to Saturday's and Sundays from 12:30pm to 10:30pm. The Pool café operates daily from 7am till 11:30pm while the Grand Hills bar operates daily from 7am till 11pm. In addition, 24 hrs room service is available at your convenience.
The pool opens daily and it is fully heated for the guest convenience. I apologies in the delay to provide you with the required towels and for the cleanliness of our public area. I will personally address this issue with the concerned head of department for immediate action.
I was informed of your unhappiness with the spa offerings however I was under the impression that our Spa Manager had taken care of your concerns and had addressed them accordingly. Obviously this is not the case and I will send you an email message privately for a final resolution.
You can rest assured we will improve upon your comments and we are looking forward to welcoming you back in the near future.
Grand Hills. A Luxury Collection Hotel & Spa Broumana