Rood Strand

Hotel bem gostoso. Os funcionários extremamente atenciosos e prestativos. Ótimo custo benefício.

Excellent customer service by eveyone at the hotel

I am writing to express my dissatisfaction with our recent stay at your hotel. We booked your hotel through Expedia, based on the VIP Access offer, which promised a complimentary bottle of wine and a possible room upgrade. Although we received the wine, we were not upgraded despite the availability of rooms?? The front desk staff informed us that an upgrade was possible, but not for free, which contradicts the Expedia offer. As customers, we are unclear about who is responsible for this discrepancy. To clarify, there were only two rooms occupied out of the 32 available, so an upgrade was indeed possible. Furthermore, the hotel's water is undrinkable, and the only water available is in small bottles. For a room accommodating four people, we were only given two bottles of water per day, which is equivalent to 0.25 liters per person per day. On the last day, the hotel apologized and offered us a last-minute upgrade, but it was a bit too late. They also offered us a free indoor dinner, but when we ordered, we were only allowed to receive one small pizza for free. So, the hotel fell far short in this regard as well. My advice is to book a different hotel same location. To Expedia, we booked this hotel based on your recommendation for VIP Access.I also believe that Expedia has a responsibility in this matter. This was an bad exprience!