Booked a two night stay for a self-catering studio as we knew we were a little out of the way. On arrival, receptionist was lovely and suggested we use the restaurant before we checked in as it was minutes before the restaurant was due to close when we arrived. The man running the restaurant was great, the food was great and all felt good. However, when we got to our self catering room, I was surprised to find just coffee making facilties, a fridge and a microwave. No hob, no plates, no cutlery, no bin!!, no tea towels or cleaning materials. Having done 12+hours of driving over the last 2 days, we decided to forget it for night and get some sleep and mention it to reception in morning. Well, apparently that's standard for self-catering. I seriously couldn't believe it and questioned that in all of the places I have stayed, that has never been the case before. Hob, cutlery, plates, binds, tea-towels etc are standard. At this point it actually started getting abusive whereby one of the staff members listening in the background, I think her name was Vlada, made some very inappropriate comment. At this point I asked to speak to a manager and was told to come back in the evening. It seemed sensible to leave right now to avoid real conflict so we went off on our day's activities and decided to pay extra and eat out, also forgoing use of the pool and hot tub as we weren't now getting back in time to use those facilities. On our return, we asked to speak to the manager but were told she wasn't present but the duty manager could possibly help. This lady, I think Tamara, was pleasant and apologetic. I explained the issues and she said she would offer a $50 credit for the shop. I did request if that could be set against the resort fees as to be honest, we had lost out there. She explained she didn't have authority to do that but would email the manager for her to deal with it in the morning. Come the next morning, again, no manager but a supervisor (linsey) to whom we had to explain all the issues again. Again, she re-iterated this was company policy, no hob,no plates,no cutlery etc etc. I was astonished and again said this was totally not normal. Once again, abuse was forthcoming from the background from another member of staff because I had questioned what was normal for a self-catering studio and I knew nothing. Polite words were exchanged with the supervisor and the member of staff was asked to leave the room. When I mentioned the offer of $50 credit, she said she would not do that but would give me a $20 credit instead. So my 'compensation' has now gone down. I mentioned that Tamara? had offered 50 the night before and there should be an email and she checked and made up some story that Tamara had explained everything in the morning (we didn't speak to Tamara in the morning). So, now, lies on top of the abuse. Anyhow, to finalise, I didn't take the credit but asked her to escalate it. As we had booked through British Airways (who are they she said!!!) it had to go to a different department. Anyhow, she asked for my phone number and email, both of which I provided, and said she would contact me in the next day or so with an answer. Guess, what, No call, no email (and I always check my spam folder). TBH, I wasn't surprised.
So the sum it up, its NOT a self-catering studio so don't go there under the impression it will be and tbh, I've never had to deal with such unpleasant and unhelpful staff in my life before. I can't even say the views are good as from the resort itself, you can't see the Lake. AVOID (and no need for the patronising, We're sorry we did not meet your expectations and appreciate you taking the time to share your rating. We hope you’ll give us your consideration for a future trip to the area, where we can look to make your stay everything you were expecting_ Just get your act together and get some decent staff. Oh, yes, you can refund the resort fees for at least one night which was promised !!)
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