Terrible Weekend at La Montagne

Good day ,

We booked La montagne First Group Resort over the weekend(8th-10th of March 2024) for a birthday getaway.

we received absolute poor treatment and pathetic customer experience from the management of the resort .There was no response or acknowledgment regarding all of our issues and complaints . We escalated every detail to Shamini. However, she has not come back to us with proper answers or granted us any satisfaction .

All we wanted was a comfortable weekend away, but this did not happen. We experienced HEALTH hazards and poor hygiene at the resort, which should not be taken lightly. Booking.com escalated the matter as an official complaint to the resort. However, the resort has failed to respond to date .we emailed management numerous times during our stay and upon checking out but still received no response or solution.

First of all we booked a "queen room" and we were given a small studio room with sea view. While modifying the booking on booking.com, at no point did the staff mention anything about not having a QUEEN ROOM WITH SEA VIEW ,which was a special request made by us . We were under the impression that the room was reserved since we received booking confirmation and payment was made in full. Upon checking in, we were told by the receptionist that we were checking in late, and that's the reason we have to take a studio room. We just arrived, and we were upset. We complained to management but our request was not heard. Secondy the room had a terrible odor, similar to that of a sewer line. On Saturday night ,9th March 2024, whilst we were relaxing in the patio,we had a guy on the deck who stood there and urinated right onto us and where we were sitting. I would have expected more from a well-known establishment like La Montagne. Although there are cameras, we doubt anything would even be done about that.This is extremely unhygienic and pathetic. The hotel should have measures in place to safeguard their guests from such experiences ,especially after providing hotel rooms underneath a deck. Again, while booking a special request was made for a room on the upper level prior to checking in, this as well was ignored . We have been to La Montagne on a few occasions, and there are things that we overlooked, but unfortunately, this is something we can't overlook because you have no idea how disgusting this experience had been. We did complain to the manager on duty,but we never received any feedback.

The night we checked In we noticed a cochroache crawl out from underneath the bed , which we took a picture of ,we thought it might just be one so we ignored it ,however the next day we noticed there were a few in the bathroom and more baby ones flying out from underneath the bed , we took pictures and reported all of this to shamini and the cleaner. All we received was an apology and an explanation as to why there are cochroaches in the room . This had nothing to do with us as guests. We were basically forced to be in a smaller room infested with cochroaches. This was a health issue we faced as guests, and at no point did we receive any sort of remedy. We are absolutely appalled as this experience was not to our satisfaction as guests, and we are still awaiting feedback from the resort regarding all of this as no guest deserves this type of experience and inconsiderate service.