We’ve been staying at Malibu for 20 years and always had a lovely experience. Last time we stayed (not this stay) we noticed the management had changed. It was a wee bit disorganised and we found the managers a little “odd” but we didn’t let it stop us rebooking. This week we’ve stayed there again, just 3 nights this time for a family birthday. Sadly I don’t think we will stay again. We believe that the managers are a lady and her Son. Neither of which have particularly great customer service, memory recall or manners. The son in particular didn’t seem to be able to have a conversation on any level; even a good morning was unachievable. He did grunt however. The rooms lack maintenance and general cleaning. The beds are old and in need of new mattresses as they are incredibly lumpy and we could feel the springs. The bathrooms are old and in need of upgrading. The balcony and roof top terrace was nice and has comfortable furniture but the spa in our apartment roof (20) didn’t have a step to get into it, was old , noisy and dated and definitely was not worth the extra $ we paid. The final nail in the coffin was the fire alarms going off. No formal process was followed, no one visited each floor to ensure everyone was out and guests were using the lift. My disabled husband was on level 10 and struggled to walk the 10 floors down to be advised that it was a false alarm as the owner had burnt her dogs dinner. It was disorderly and a really worry in the instance that a real fire should occur. A real shame that these managers have distorted the Malibu reputation to be honest.
翻譯
