We checked in on Sunday late afternoon for a 3-night stay and weren’t told that our room was adjacent a pool with live music. The music was so loud that we could feel the wall vibrating! We reported to receptionist and were advised that live music was only played on weekends till 7pm. We subsequently received the same assurance in writing. So we decided not to make a fuss about it and went out for early dinner. However, after a day out the following day (Monday), we were shocked to discover there was still music from the pool on a weekday. We reported to receptionist but were told we’d been wrongly advised that the pool music wouldn’t be played on a Monday. We expressed our utter disappointment with the inconsistent advice, especially when we specifically requested a quiet room at the time of booking. A staff then wrote to us that, on a Monday, it was “music playing for guests who are poolside, but it is not a party”.
Regardless of the definition of a pool party, we were utterly disappointed because:
•we weren’t forewarned of the noise when checking in, since we requested for a quiet room when we booked
•when the pool was party central, the deafening noise meant our room wasn’t fit for purpose - couldn’t even watch TV, let alone have a rest In a magazine article, the GM of the resort indicated that “we all have a part to play in exceeding the expectations of every guest” and “my role is to lead by example” - you’ve a fundamental challenge!