발 두 차론 코치 하우스

Definitely not 5 star as advertized. Rooms requires some maintenance and attention to detail

This was touted as a 5-star stay, but sadly fell short of expectations. The facilities are nice, but the staff need better training and attention to detail. A few examples: there was no one at reception when we arrived and after waiting for 10 minutes, we called the number. When the staff member finally came, we were presented a personalized welcome letter…that was addressed to another guest’s name! We asked why the letter was addressed to another guest. The staff member brushed it off and told us "this is your room, the letters say the same thing". If a facility wants to offer a personalized welcome, then ensure the letter is addressed to the correct name. In the room: There was only one robe - which had been used and was dirty. There were no slippers, and the staff said they were out of them. When the staff did come to replace the robes, they accidentally locked us out of the building. Fixing these few things took a lot of time, so after these initial experiences we gave up on complaining about things that weren’t proper because we just wanted to enjoy our room and pool. Here are the things that we didn’t complain about but should have been noticed and remedied by properly trained staff: There was wine in the minibar but there were no wine glasses. But there were little coasters where wine glasses would be. The consumables included tea and sugar but no coffee. The safe didn't work. At dinner: Both steaks were requested to be cooked to medium. One was practically raw and the other overcooked. Veggies came much later than the meat and without a spoon to serve them, and the dish was too hot to touch. After the earlier experiences, we decided to just eat and not complain. Later, we were told the coffee machine was broken, so we could not have a cappuccino after dinner. When asking for the bill, we were told the IT system was "all cocked up" (words of the staff themselves) so instead of presenting a bill, they took a phone picture of the computer screen and asked us to pay based on that. At breakfast: We chose an outside table and set our juice down to mark our place. We assumed the staff would bring cutlery once they saw we had chosen a table. When the omelets were brought to the table, we still did not have cutlery so we took it from another table. After we started eating, the server brought two plates with cutlery, not even noticing that at this point we had sorted it ourselves. The pastries were old and very hard. All the shortcomings listed, there were some highlights. The setting is beautiful. You can see they've worked hard to upgrade the Coach House facilities. Having a private pool was excellent. The complimentary minibar and fresh fruit platter were appreciated. The staff were friendly and cheerful even if they didn't seem to know some of the basic tasks. In conclusion, a lot of these things that were not done properly can be easily fixed with proper staff training.