Tài Khoản Khách
26 tháng bảy, 2023
My wife and I got married at the Kivo hotel (that’s what this hotel was called before it changed hands) and we love it. This is our fourth time at the hotel and I’m afraid to say it’s taken a bit of a downturn. From a physical perspective it’s the same it’s always been - stunning location with amazing views. When I booked this hotel I made a mistake with my email address and missed a letter out, so I never had any email correspondence from them - my fault. However I recognised this very early and sent them multiple emails asking if I could change it; I also called. They never got back to me. The reception area used to be all open and welcoming but they’ve built a little alcove that they sit in which really makes a barrier that never existed before and makes it feel very impersonal. Breakfast was very poor - we only went once because we couldn’t believe how bad it was! Tired pastries, some fruit and some eggs; very different to how it used to be (eggs etc cooked to order by chef, fresh pastries, constantly bringing new stuff out). We stayed in the pool suite which was great - this is the room we had for our wedding. However they’ve split it in half and put two single beds in the room which used to be a lounge, presumably to maximise profitability. However this really detracts from the experience and just speaks to the company’s focus on profit rather than comfort. They’ve also removed the artwork that used to be in there and it feels very bare. There used to be a nice swinging chair hanging from the ceiling in there and they’ve just removed it, leaving the hook up in the ceiling. The shower was dripping constantly, making a very annoying noise on the metal drain below. I told them about this and they did nothing. At €270/night I thought this was fairly poor. The pool area has also had downgrades. There used to be a fridge out there and a speaker (we brought our own but this was a great touch before) as well as a phone to contact the hotel team. On the first day we ordered some drinks to our pool area and they brought them down. The next day we tried again and they said they don’t do room service; they passed me to three different people who didn’t know. It’s a small issue I know, but I feel that room service in a hotel that is aiming and claiming to offer luxury is a must. If they’d done it the first day is there a reason they couldn’t do it the next? Then on the last day they left a bitter taste in my mouth. As we were checking out, the lady on the reception asked if we’d paid everything for the reservation. I explained that we had and I showed her the correspondence I had; she then called somebody to check. It felt as though they were insinuating we were trying to get away with not paying, which didn’t feel very nice. I would expect that this would be done at the start, rather than at the end of the holiday. Hopefully Oniro will get a handle on it and improve things, but I won’t hold my breath!
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