Tài Khoản Khách
ngày 28 tháng 5 năm 2024
Property name & city: willow resorts, wayanad *check-in date & time: 19-may-2024, sunday, 02 pm (destination time) *check-out date & time: 21-may-2024, tuesday, 12 pm - booking details: two superior villas and one 2-bedroom villa upon our arrival at willow resorts, we found that the 2-bedroom villa had significant issues due to water leakage caused by rain. The roof was leaking, causing water to drip constantly onto the carpets and beds, which resulted in a pervasive damp smell throughout the villa. Given these conditions, the room was uninhabitable. We immediately informed the resort management and requested an alternative accommodation. However, we were informed that no other villas were available. As a temporary solution, we requested six extra mattresses which we were entitled according to our original booking, to accommodate our family in the two superior villas we had booked. When we returned from dinner, we found that only three mattresses had been provided, despite our request for six. Upon further inquiry, we were told that it was too late and that all staff had gone home, leaving us with no option but to sleep on the floor. This resulted in a very unpleasant and uncomfortable night for my family. The next day, the resort management offered to arrange a separate villa. However, we decided to manage with the existing arrangements and requested them to provide the remaining three mattresses, which they did. Despite this, the first night's experience was extremely disappointing and far below the expected standard of service.
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