Absolute nightmare.
Booked for 2 nights, months in advance. Advised about 3 wks prior to stay they were over booked BUT not to worry as they were making arrangements for the same room type (2 bedroom suite) & same rate at a nearby hotel and they would contact us by a given date with new property info. That email never arrived.
There began the FARCE of trying to contact anyone at this place to help. The so called manager was never “on the property”, no matter the day or time I called. No one could tell me what the manager’s schedule was or when I could reach her however I was also told she would not return my call. The final straw was being told (2 days prior to our stay) that a room had been secured but that the manager hadn’t left the information for the staff, so they’d have to get back to me. This was untrue and no one got back to me.
After being told there was no one else I could speak to and no head office, I Googled their parent company. From there I ended up speaking with the owner’s personal secretary, who had the company operations manager contact me.
Suffice it to say, my situation was resolved, to my satisfaction, by another hotel in the group, (who could not have been more gracious), once I got in touch with people who actually cared about customer service and wanted to make good on a promise made by one of their employees. I think even they were shocked by the level avoidance, gaslighting and ghosting. Appalling!
Book here at your own peril.