A terrible experience

• What did you like most?
  Good location for the old town. Comfortable bed. Nice pool area.
• Was there anything you didn't like?
  Found out from looking at my bank that I had been charged $500 and spoke to the Manager on shift, Marc, who explained our smoke detector in our room went off overnight and we had been charged. Despite neither of us ever smoking or vaping, Marc belittled us and ignored all attempts for us to request them investigate further. He refused to have someone search the room, refused to have anyone check the CCTV throughout our stay, refused to have anyone check the smoke detector for malfunction, and refused to have anyone investigate if smoke is coming into our room from elsewhere. This was an extremely traumatising event which ruined our holiday, and Marc continually told us we couldn’t get our money back and insinuated we were guilty. We even got security up to the room by ourselves who agreed that there was no sign whatsoever that anyone had been smoking. We managed to get this refunded a few days later by sending 4 complaints to the Hotel Director, but searching reviews from other travellers I can see this is a common occurrence at this hotel and clearly part of a wider scam.

Overall it worked well for...

• What did you like most?
  The location, cost, and comfortability were good.
• Was there anything you didn't like?
  It seemed so many employees were unhappy and rude. Front desk and housekeeping were pleasant. Our bathtub/shower didn’t appear to have been cleaned prior to our stay, as there was already hair on the walls in the shower. Also, the plug that you pull to turn the shower on broke as our daughter (15) was getting into the shower. My husband was able to fix it though.