We booked a package with 2-day spa use and a night...

We booked a package with 2-day spa use and a night in their hotel included breakfast and dinner over the weekend. Unluckily, we were so disappointed with their service and especially the hotel room:
- The room was literally dirty on every surface: chairs, cabinets, bedside tables, terrace chair (See photos). We got allergy during night.
- The bed as they said it s Auping brand but obviously the mattress must be very very old and out of quality because we couldn t sleep well the whole night with our spines sucked deeply into the bed. We woke up in the morning after just to recognize we had no energy to spend the second day with spa there. The breakfast was quite poor with a certain standard choice, and the juice is limited into only a small bottle for every table but we couldn t even drink it because there were couple of flies in it. (See photo)
- There s a light on the ceiling broken, it seemed no one cared to check.
- Upon checking out we were not asked how our stay was but even got shocked with a bill charged of some extra 300 from another customer s name.

Minus points at the Spa Section:
- They say less people because of COVID but it was so compact there. We had to wait in a full line under 35 degrees to get in the salt pool and the main sauna zone!
- Couldn t order a drink at the bar as the staff required us to take a seat first or they will not serve even we were so thirsty. In fact, the area was loaded with people and we couldn t find a good seat, not yet to mention for COVID we just wanted to have a quick drink at the bar and then move on.
- On their website they say they don't use chloride but we smell chloride in the water, especially in the bubble tubs and it s really headache.
- When it came to the dinner time, we had to wait for a life-time to get our food ready as the fact that they got only one guy who prepared the main dish for the whole resort.

We wrote an email to them and after 2 weeks still no answer than we complained with messenger and someone replied they will transfer our complaint to the relationship manager or so. So, couple of days we received their email reply and they asked what we wanted to compensation. We claimed for 70% refund after all the bad experiences at the resort and we also didn t use the second day for spa and the hotel stay didn t serve our purpose to relax after a spa day so we think it is reasonable. They came back to us with an email offer of only two free voucher tickets to the spa which doesn t make any sense to us. Then they called after we said we are going to publish our review. At this point, suddenly a lady started to call us (which should have been done at first hand), we said we accepted at least 50% refund but then they added a meal to the voucher but it was not what we wanted. During the conversation, she seemed to blame back to us why we didn t complain right away about the room. We suppose this is their job to satisfy customers with their services, not customer to waste their time to complain, not yet to mention after a long day spa we get back to the room and we only want to rest. Also, she mentioned why we didn t complain upon checking out while their staff failed to not ask how we liked our stay at their resort. This is really under the standard. Why should they ask what we wanted and then seemed like to force us to go back to the service that disappointed us? Not yet to mention for COVID we don t want to go to a busy place.

Our whole weekend was spoiled. The facility was not as expected, the service was not as standard, AND the way they solve the problems with customer are not acceptable. If you seek for a calm and relaxing weekend, we would recommend absolutely NOT to choose this place!