Some things about our stay were excellent. The bar manager Hasib, as well as all the staff at Iluminair went above and beyond to make us feel welcome and make our stay more comfortable.
Timothy, at the concierge desk was also wonderful.
Our 3 star rating is due to the housekeeping issues we had. We were here for a week. One day, we chose not to have our room cleaned. 3 out of the remaining days our room was not cleaned. They have 2 door tags. One says you don’t want your room cleaned that day, the other says “ later please- do not disturb”. This is the one we placed on our door every day except the first. After being out all day we returned to a room that had not been cleaned. The first time we complained, went to dinner and returned to a clean room and a letter notifying us that they had entered our room due to a hotel policy that if your room is not serviced in 48 hrs. they enter your room to check it. Why the letter? You just cleaned my room after I complained 2 x’s that you had not cleaned it! The 2nd time, we complained and we were told they would “ try” to get it cleaned. Someone came, and cleaned the bathroom. We asked her about the bed and she made it, but made it clear she was not happy about it. The third time we complained and asked to speak to a manager. The front desk clerk said she could help and again said she would try to get the room cleaned. We said try was not an option. We went to dinner and then went to the front desk and again requested to speak to a manager. Kimberley came out and apologized. She said it was because we had a do not disturb sign on the door. I pointed out that they have 2 tags to put on the door and except for our first night we had used the one that “ later please”. They should not have that if they aren’t going to come later. We always removed it before leaving the room and it was always in the morning!
Kimberley was nice and apologized,but you should not have to beg for your room to be cleaned!!
W