We stayed for six nights and enjoyed the location, but our last morning was ruined by a power outage that caused our electronic door lock to fail. This left us at risk of being locked out of our room with all our belongings just hours before departure.
When we reported the issue, the front desk staff was unhelpful and dismissive. We were told, "There’s nothing I can do about it. One of you will just have to stay in the room while the other goes out." No apology, no empathy, and no effort were shown to resolve the problem. After 45 minutes without real assistance, the only solution was to check out two hours earlier than planned.
Things can break, but how the staff handles such situations is crucial. While lacking a backup solution for the doors is a flaw, it could have been mitigated with respectful and solution-oriented service. Instead, the rude and dismissive attitude we experienced left us feeling not taken seriously.
While the hotel itself was pleasant, this staff member’s behavior and the poor handling of the situation seriously impacted our overall experience.