The hotel was beautiful, exceptionally clean, and overall it was a 10/10 property. The staff we interacted with were friendly and welcoming.
Unfortunately, our experience was overshadowed by several issues with communication. When we arrived, the staff member who escorted us to our room told us that our online booking included a $375 hotel credit (excluding the bar and gratuities). Based on that information, we ordered coffees and room service during our stay. At checkout, we were unexpectedly told that no such credit applied, leaving us with an outstanding bill we hadn't anticipated.
There was also confusion regarding the complimentary breakfast. We were initially told we had free breakfast, but then informed it wouldn't apply to the breakfast we had already eaten. Later, when we tried to use it, we were told it was too late, and instead we were offered a complimentary coffee.
While the hotel itself was beautiful and the staff were pleasant, the management of these situations was disappointing. During these conversations, the manager was present but did not offer an apology or an explanation for why we had been given incorrect information about the hotel credit. Better communication and accountability would have made a significant difference to an otherwise excellent stay.
