disappointment regarding our recent stay in Room 2318, beginning January 30.Upon check-in, I specifically requested a room on the ground floor. The desk clerk declined the request but assured me that the lift was fully operational and accessible. Unfortunately, this was not the case. The lift was out of service for ten days of our stay, either due to mechanical failure or being taken out of service by housekeeping staff. This created a significant physical hardship for us. My husband has had both knees replaced, making stairs an incredibly difficult and painful task. What we found most distasteful was the lack of empathy or solutions provided by staff. Every time I raised the issue of the broken elevator: No effort was made to relocate us to a ground-floor room. No alternative assistance was offered. No communication was provided regarding when the lift would be fixed. Had the issue been a matter of room pricing, I would have gladly paid the difference to ensure my husband’s comfort and safety. Instead, we felt ignored. While we love the island and plan to return to the area, we will not be returning to this hotel. hotelstayi hotel again.

酒店回复：