Disappointed - Expectations Not Met

Worst Stay Even Before it Ends

We had booked two rooms. One King and One Twin, sea-view, and had requested rooms that are close to reception. When we checked-in the gentleman who conducted the check-in for some reason did a room change while we were before him. We were dumped on the ground floor, so far from reception. He did not explain the facilities or suggest any activities, it was such a cold day and check-in. We got to the rooms to find that it was partial sea/forest view, both rooms were twins. We went back to reception to request a room change. They said it’s impossible there is no availability. Only when they saw the booking confirmation, did they make a plan to change the one room to a King Sea-facing. We were then promised a smooth room-move the following day. The long and short of it is come 17:15 in the afternoon the following day the room-move was not done. We called reception to ask. The lady did not have a clue about the move. She said she’ll find out and call us back. 15 minutes later they had not called so we called call centre to ask for reception. The lady who answered said the number to reception is 2994 and dropped the call. We then called reception there was no response, twice. I then resorted to walking to reception. The lady only remembered when she saw me about my phone call. She then went to the back to call the manager. Whom I had to brief about the issue. Only then was the room-move facilitated. This is the second out of four nights. AND the manager on duty said “sorry” he cannot change what’s done, the only thing he can do is apologize. For a reputable resort such as this. The service is appalling.