No customer centricity.

Upon check in we were welcomed warmly by Sarah at reception. After checking in the nightmare started. First there was no one to welcome us so had no idea where to go at the restaurant. No courtesy to clean the table nor show us sit and all tables had a reserved tag. Two waiters arguing in front of us as to whom must take the order. Sat morning the 27th we went for breakfast and Switch was very welcoming and took time to explain how the buffets works which was commendable and helpful. He made us feel welcomed and relaxed vibes which was a relief compared to the last experience. He asked a waitress to clean the table we chose and excused himself and after getting our breakfast the table was taken by another family where we were told a waiter removed our fruit salad to get them settled and we had to get another table. After breakfast we went to the spa to confirm my booking and Lucy asked us to wait outside while she helped a couple check in but to my surprise when it was our turn to go inside, two lady guests came in to cancel their booking and she attended to them while busy with me and two more guests came in and she didn’t ask them to wait outside like she did with us. Worst of all she chose not to respond to my email on the 11th of March when I made my booking therefore we did not have any booking reserved so she offered us the cancellation the 2 ladies made. That was uncalled for, she had no regard nor showed any remorse for not responding to my email. The whole experience and customer journey at this hotel was utterly horrible. Visiting this place for the first time and will not recommend it to anyone. People like Sarah and Switch tried to make a difference and it is saddening having to paint them badly because of the experience we’ve had with the majority of staff. I’m very disappointed and am regrettable for ever driving all the way to this place.