Urban Bliss Hotel

One of our family friends decided to treat us out and we chose to dine here. No one was at hand to greet or welcome us. We had to join two small tables and chairs for us to sit together by ourselves. One of us had to go and look for someone to take the order. We started with drinks but those came after about 20 minutes. The food order came sooner but the waitress didn't know what was what. Accompanied by chips which I think were left behind which came later and were already cold by the time they came to the table. Beef fillet supposed to come with pepper sauce according to the menu but came with tomato sauce. After complaining the pepper sauce was brought but had so much salt in it that the tomato sauce turned out to be a better option. Pizza was nice. Atmosphere was ok but service was poor.

Room was not ready when we arrived. Mistake made with our spa booking. Tea/coffee tray left empty (except for sugar). Shower was COLD. Overcharged for the room. Mercy the receptionist tried hard to resolve all issues and was very polite and apologetic, but when she asked her manager to authorise the payment correction the unfriendly woman refused to meet the rate that was clearly quoted on ***********, just kept telling us her computer says it should be more. Eventually we managed to resolve the matter (we reduced the bar bill by what we believed we were owed and refused to pay the rest), but it took ages and we already had a very long drive ahead, so we did not leave in the best mood. The manager never apologised once for any of the issues we faced and essentially caused an argument with potential regular customers over what eventually came down to less than $20. She ought to learn some customer service skills from her juniors! Given the high price this hotel charges, we really expected better. We won't be going back, which is a shame since it's conveniently located on a route that we regularly drive.