Too Many Additional Costs!!!!

We booked 1 night at Emerald Resort for my husbands birthday as we had to be home on Sunday. After around 20 minutes of trying to get through to the reservation lines eventually a very helpful lady confirmed our reservation. She even called me back to confirm the booking as well as early check in. I inquired about Aquadome for the duration of our stay and this was confirmed too.

So we packed and arrived at the resort, and hour later than we said we were going to and our room was not ready! The lady at reception made me wait even longer as she was still completing the departures for the day. Eventually when she got around to helping me she was very helpful and pleasant. She said that there were no rooms available but she could arrange our Aquadome vouchers in the mean time and than back up later. She however stated that if we used on the day we checked in we would not be able to use it the next day, even though I had earlier confirmed that that use of the Aquadome would be valid for the duration of the stay! We opted not to use it on the first day as it was already late and she was kind enough to suggest other activies - Game Drive, Ten Pin Bowling (Buy one get one free) Pool ( buy one get one free)...etc, We booked for a game drive and waited till our room was ready.

We finally got to our Chalet, and the TV wouldn't work so we call reception who said they would send someone up. We also arranged for the shuttle to pick us up at 2:30 as we need to be at the "Zoo" 15 min earlier, I called the shuttle 3 times between 14:30 and 14:45 until they eventually arrived.

The maintenance guys arrived at the same time and were really helpfull and gave us a working remote and said we should call when we get back to fix the fuzzy tv.

We got to animal world 5 minutes before the game drive was to depart and were supprised to find out that we had to pay for both entrance to the zoo and the game drive even if we didn't want to go to the zoo!!! The game drive was really a remarkable experience and I must say the kids really enjoyed it. That evening after supper we made our way back down to the entertainment area and there was no such thing as pay for one game and get the second free... not the bowling and not the pool. We played anyway, even though it seemed to be costing more for everything.

We made our way back to our chalet very late that evening only to have the fire alarm go off after 12am, due to steam from the shower, waking the kids. We assumed that the alarm would automatically send a signal to the control room, however this was not the case and we had to call them to say the alarm has gone off!!! 20 Minutes later some arrived and deactivated the alarm.

The next morning we checked out and I explained to the receptionist what has happen, she offered am a voucher to animal world...after I told that we had already been. She was however very apologetic and pleasant.

We spent the most of the day at the Aquadome, only to find out that you have to rent towels because we couldn't use the chalet towel and we didn't think that we needed to bring any from home as were checking in, nobody informed us of this either. We ended the day playing some putt putt and rock climbing, both of which are additional cost, and finally headed home. So even though you have "access" to all the facilities, there is a charge for everything.

If we had been aware off all there additional costs we would thought twice before coming to Emerald Resort.