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Jona Dunning -
3 months ago
Posting as a visitor to the bar/restaurant and receiving exceptionally insulting and misleading service.
My wife called ahead to ask about dinner and get reservations. The manager enthusiastically told her about their pool and made the reservation. We did not ask about the pool. The manager informed her about it proactively.
Excited to swim and eat, we packed up for a pool and brought our swim suits. We arrived, ordered drinks, and as soon as our kids got in the pool, a server came and informed us that we cannot use the pool. I told her there must be a mistake because we called to make reservations and the manager specifically told us about the pool. She send the manager down to speak with me. He does the rounds with 6 other guests then makes his way over to me. He informs me we indeed cannot use the pool. I ask if we can pay a separate fee, or commit to a certain amount on dinner. He says no, and I remind him (pretty pointedly to be honest) that he told US about the pool when we called for dinner reservations.
He responds with the following.
I'm quoting directly. picture a man with eyes twitching from frustration.
"I told your wife there is a pool, because it is important to know, but I did not say if she could use it or not" [remember, she didnt even ask about it, he just proactively told her about it]
"If a friend invites you to their home and tells you they have a pool, you should not assume you can use the pool"
"everyone knows this rule. I told your wife about our pool, but she should know this rule."
"I'm sorry I have to explain this to you. everyone else understands this rule".
"Centara and all other hotels have the same rule. why can you not understand it?" - note the edit below regarding this.
Again, I dislike the rule, but the actual issue at hand is: why tell my wife about the pool when she's making dinner reservations, if we wont be allowed to use it????? Additionally, his frustration that we had the wrong impression AFTER HE TOLD HER PROACTIVELY ABOUT THEIR POOL WHEN SHE CALLED FOR DINNER RESERVATIONS is nothing short of mind boggling.
We went next door to Lido, and they were happy to let us use their pool while enjoying their bar and restaurant. it was lovely
EDIT: Centara and Lido (The Standard), are the two adjacent resorts. Both allow non-guests to use the pool.