Upon my arrival, I was informed that my family and I had been mistakenly assigned to a penthouse room instead of the penthouse plus den room we had booked. This discrepancy was attributed to an error made during the Aka booking process, which resulted in the reservation of an accessible room without a den. Despite my clarification and presentation of the booking details, the front desk staff refused to rectify the situation. They offered to accommodate us in a cheaper room, but wouldn’t accommodate us the price difference which was between $200-350 The following day, we attempted to access the pool, only to find it fully reserved. We were unable to enter the pool or lounge area that day, the following day after the event, we went to check out the pool the presence of hazardous conditions such as toilet paper and hair floating throughout the pool. Upon contacting the front desk again, we were informed that Manager Rick would reimburse us $50 for our stay. However, upon our return to the pool the following day, we discovered that it was still contaminated with toilet paper and hair, despite the manager’s promise of cleanup. This incident highlights the need for thorough verification of bookings and the importance of addressing customer complaints promptly. The staff’s lack of assistance in resolving this issue is unacceptable. I strongly advise potential guests to exercise caution and avoid booking this establishment.
Upon my arrival, I was informed that my family and I had been mistakenly assigned to a penthouse room instead of the penthouse plus den room we had booked. This discrepancy was attributed to an error made during the Aka booking process, which resulted in the reservation of an accessible room without a den. Despite my clarification and presentation of the booking details, the front desk staff refused to rectify the situation. They offered to accommodate us in a cheaper room, but wouldn’t accommodate us the price difference which was between $200-350 The following day, we attempted to access the pool, only to find it fully reserved. We were unable to enter the pool or lounge area that day, the following day after the event, we went to check out the pool the presence of hazardous conditions such as toilet paper and hair floating throughout the pool. Upon contacting the front desk again, we were informed that Manager Rick would reimburse us $50 for our stay. However, upon our return to the pool the following day, we discovered that it was still contaminated with toilet paper and hair, despite the manager’s promise of cleanup. This incident highlights the need for thorough verification of bookings and the importance of addressing customer complaints promptly. The staff’s lack of assistance in resolving this issue is unacceptable. I strongly advise potential guests to exercise caution and avoid booking this establishment.
