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- Pavilion (King 115sqm 1238sqft Free Wifi Garden Views Secluded)
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- 4 Bedroom Ocean Villa (3500sqm 37673sqft Free Wifi Ocean Views)
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- 5 Bedroom Ocean Villa (King 3500sqm 37674sqft Free Wifi Ocean)
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- 6 Bedroom Ocean Villa (King 3500sqm 37674sqft Free Wifi Ocean)
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- Pool Pavilion 2 Bedroom (King 350sqm 3767sqft Free Wifi Ocean)
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🤮 1/5 - Unacceptable
By 👻 @Gillstra, 02/06/2023 3:00 am
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On paper, this hotel must have been phenomenal.. The reality was different. We were treated poorly and still had to pay a penalty fee of 2 nights (6'400 USD)! There went something wrong in the booking - we can not understand otherwise how we ended up getting a Pavillion without pool for 3'200 USD a night. There was no possibility to change to a pool pavillion. It's not what we expected. However this could happen - the price for such a room category is inappropriate. But, if that would have been all, I think we would have accepted. So we arrived from a long journey and were hungry. We asked somebody at the pool where we could eat. He pointed to the beach. Arriving there, we were completely ignored. After saying loudly "excuse me, may we eat something?", she said "no, we closed". Then we insisted that we have to get something, because we (especially the baby) are hungry. We got a very small menu with only Japanese side dishes. We sat down and the pillows on the chair were soaked wet. I said it, but was ignored again. So, I changed the chair by myself. After 20 minutes I asked, if the baby may have one more bowl of rice. The answer was "no, we closed. They would have to cook new rice and it takes too long." So we left the table still very hungry! It's not acceptable - we had a long journey and were starving. Especially the baby! We decided to change the hotel. It is not acceptable at all to be left hungry on purpose in such a high-class hotel. We immediately changed plans, packed our suitcases and went to another hotel (Anantara Layan). It takes a lot after a long journey to take this action. In the end the Head of Food and Beverages apologized to us, which we appreciated. However, they still wanted us to pay a penalty charge of 2 nights (6'400 USD)! We insisted and they dropped to one night penalty fee, which is still absolutely not okay after such an experience.
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