The Beach Hotel

Staff cooperation

Choice of rooms should be made clear ahead of booking. I wanted a room facing the beach side and only learnt about it at payment and there was no vacant room that side

Small friendly

Satisfied

Breakfast was good & room clean & comfortable

Carpets could do with a clean

location is closer to key spots, mall, beach etc. breakfast team and the food was amazing. room well kept and house keeping lady was great.

I would like to formally raise a concern regarding the conduct and professionalism of the front desk staff, both on the night shift and day shift. The issue itself was relatively minor, and I had no objection to paying the shortfall amount. However, I was disappointed by the way the matter was handled and communicated. I was advised that because I booked through Booking.com, the error on the system was "not their problem" and that I should contact the reservations department myself. The difference in age classifications between the hotel and Booking.com is clearly a systems alignment issue and should not be presented to guests as though they are responsible for resolving it. NOTE bookings.com children is from 17yrs and your definition at beach hotel is up to 12yrs. That's a huge gap and attracting different fees. A second concern relates to the room allocation and setup. I booked two rooms: one room with the standard adult configuration and a second room specifically requesting two single beds. Upon arrival, I found that the beds in the twin room had been pushed together, and I was informed that this was because only one person was allocated to the room. This explanation did not make sense. The room configuration requested was for two single beds, for 2 kids in the room. What was particularly concerning was the lack of ownership and customer-focused communication displayed by the staff. Regardless of the source of the discrepancy, guests should be assisted professionally and respectfully. The response I received came across as dismissive and unhelpful, lack of accountability, which detracted from what would otherwise have been a positive guest experience. I would recommend refresher training for front desk staff on guest engagement, customer service, problem resolution, and professional communication.