BEAUTIFUL EXPERIENCE

We arrived at the hotel and from the onset did not have a great experience. We communicated our legitimate compliant to the night supervisor who did not have any empathy to resolve our issue and only shrugged us off by stating it is our right to complain; I am mentioning this to point out the excellence with which our situation was handled by Mr Odwa, the front office manager. We explained our situation and he showed a lot of empathy and had interest in the customer's experience. He personally addressed the matter by running around and upgraded our room to a sea facing unit and also arranged for dinner with the assistance of the customer relationship officer. The customer relationship officer arranged a further surprise by decorating our room with rose petals since it was our anniversary. The personal touch, effort and pure joy displayed on everyone's faces to make our day priceless was amazing to see and left us speechless. We are truly humbled by the experience and efforts from all the staff at the Lagoon Beach Hotel.