This is the second time that we have stayed at La Zenia Hotel. Since we last stayed, the hotel has been upgraded. Our room was nicely decorated and the public areas of the hotel had been improved. The breakfast selection was excellent and of good quality. However if you are sensitive to noise, you will find that the acoustics of the very large dining room are not helpful, it’s very noisy when busy. You might want to go early to avoid the busier times. The pool area is nice, with good views over the sea. However the area where we were relaxing wasn’t cleaned for the five days that we used the facilities, the same seeds and fruits from the palms remained undisturbed on the floor around the sun beds. We also found that some of the sun beds were a little tired and stained. The beach towels that we hired from reception looked worn and were on the thin side. Secure parking was available at €8 per day, adding €112 to a two week holiday. The day that we were leaving we paid €23 to allow us a late check out (4pm). Later that morning, at 11:55am, a very aggressive member of reception staff rang us, she was telling us that we had not checked out of our room as required. I informed her that we paid €23 that morning to pay for the late checkout. The receptionist told us that we hadn’t. I informed her that we could identify the male member of reception staff who took our payment and could show proof of payment to Zenia Hotel on our banking app. Despite assuring her that we had paid for our late checkout, the receptionist repeatedly argued that we had not paid. I informed her that we would go to reception to show our proof of payment. When we got to reception, the receptionist who had called us wasn’t present . However the member of reception staff who had taken our late checkout payment, was present. We showed him the proof of payment and he said that he recalled us paying for the late checkout. He told us that he had forgotten to leave his colleague a note. The overly aggressive phone call, when we were accused of not paying for our late check out was completely unacceptable. This was made worse when the member of staff clearly considered our claim to have paid to have been dishonest, and she did give any consideration to the fact that we might actually have been telling the truth. We will not be returning to Zenia Hotel or any other Servigroup Hotel due to how we were treated at Zenia Hotel by this member of staff, who was rude and overly aggressive. The individuals behaviour was completely unacceptable as a receptionist representing Zenia Hotel and the wider Sevigroup.
翻譯