Matheus N.
1,9/5
23/06/2024
My reservation number 5928, last name: NASCIMENTO. We arrive View the rest of the reviewd at the hotel around 11:30 p.m., and the AC in room 130 wasn't cooling as expected. The following day (sunday, 23), I made a complaint to reception in the morning and I was informed by a member of staff who could barely communicate in English that the problem would be resolved.
When I returned to the hotel later that day the AC wasn´t fixed. Due to the poor maintenance, the receptionist Roxanne offered to clean the apartment 136, which was vacant and had working air conditioning.
Therefore, we would appreciate more attention being paid by the hotel to these sectors:
Front-desk: Lack of attention and staff who don't understand a minimum of English.
Kitchen: Breakfast is not replaced and is practically finished before the expected time.
Housekeeping: When a hotel has vacant rooms, they must be cleaned to avoid inconvenience. In cases like this, it is unacceptable for an employee to have to work overtime to clean an apartment, due to a lack of competence on the part of the staff/management who couldn't fix the air conditioning issue in room 130.
Maintenance: Seems to be non-existent.
Last but not least, I'd like to compliment Roxanne's service for cleaning an entire room even after 8 p.m. (reception closing time), for her attention, her comprehension and her competence. The management of this hotel is extremely lucky to have such a kind and professional employee like Roxanne.