We have stayed at this hotel multiple times and always enjoyed it. The service is excellent, the rooms are comfortable, and the atmosphere is pleasant.
However, this time, we were very disappointed with the pool—especially the behavior of the manager, Charlie.
When we arrived with our children, the pool area was freezing. The emergency exit door, right next to the lounge chairs, was wide open, letting in a strong draft. It was propped open with an electrical reel. I closed it, but the lifeguard said it was per the manager’s instructions.
When I asked to speak with him, a young man in a tracksuit approached and rudely said, "What do you want?", spoken in a tone as if he was the most important person there. Instead of apologizing, he insisted the door must stay open for ventilation, even though it was 7°C (44°F) and windy outside.
If the ventilation system isn’t working, the pool should be temporarily closed, not left open to freezing drafts. We had to rush our kids out and dry them quickly to keep them from getting sick.
We understand technical issues happen, but staff attitude matters. Charlie’s rude and unprofessional behavior left a very negative impression.