野草莓Spa酒店(Casa Madrona Hotel and Spa)

我仍在等待退款

首先，我們為這趟長途旅行帶了三件大件行李。飯店為我們安排了六樓的房間，沒有幫我們提行李，甚至沒有告訴我們怎麼去六樓。電梯最高可達四樓，所以我們必須拖著行李爬樓梯到六樓，隔天還要下到一樓。 其次，我是************的VIP會員，網站上明確表示，這家飯店將為VIP會員提供一瓶酒和一張35美元的停車券。飯店沒有提到我們應該享受的這些服務，所以我們不得不自己詢問前台。

酒店很好。它有點陳舊，但主要問題是面向客戶的員工 - 即前台。他們似乎並不關心客戶服務或提供良好的賓客體驗。我不會詳細介紹所有細節，但確實令人失望和驚訝的是，這家客房價格為每晚450 美元的所謂四星級酒店無法正確培訓或教育其員工，使其在工作中更加包容、富有同情心和真誠。每個請求和問題似乎都是一件苦差事。 Wifi 訊號很差，我必須花 15 分鐘撥打技術支援電話才讓它在我的房間裡勉強工作。淋浴水溫熱，忽冷忽熱，從來沒有加熱過。總的來說，這是一個很棒的位置。這個地方很有趣，但如果你想要良好的服務，不要指望它，

Very nice hotel. Very friendly and helpful staff. This is not a critique but a heads-up that at least during tourist season (mid-July in my case), check-out time is on the strict side (11:00 AM)_because of how busy the hotel is. I tried to get 30 minutes extra for check-out but couldn't.

Asked the front desk for an extra pair of slippers since we booked for 3 persons and only two slippers are provided. We were told that “according to hotel rules, only 2 slippers per room and there will be a charge for another pair”. Also, we were supposed to receive a free bottle of wine as a VIP perk. We never got that! What a terrible experience we had!

The hotel was clean and nice except for the layout. We had to walk through a maze every time we left our room, using multiple flights of stairs and elevators in order to get to the street or the parking lot. It's amazing that they built this entire area on hills.

While the room was nice, the service is pretty bad. To get to my room I had to walk up 5 flights of stairs. There is no elevator above a certain point. If you check in late - there is no one to help you with your bags. If you want to park your car - you may end up walking several blocks just to park since their parking lot is small and they do enforce parking for non-hotel guests. There is no room service as well.