"My initial lower review was based on initial impression of the room and room only. The staff could not have been any better or more attentive. Some of the absolute best customer service I’ve ever experienced. Especially from Alice, Isabella, and Leonardo.
I responded to email from Expedia about first impressions. The management staff at Casa du Lac reached out to me for feedback. I met with Guest Experience Manager Alice to explain. She was extremely receptive to my issues with the room and completely understanding. Everything in the room worked perfectly A/C, water temp, etc. The main issues were the proximity to reception area and elevator making it somewhat noisy at times, and the small size of the room with lack of storage and bathroom setup. Essentially I advised her that for the price and the online photos of the hotel our expectations were much higher and the room came up short. She had already investigated changing our room but there was no availability.
She completely understood and forwarded my feedback to the General Manager.
In response they offered some complimentary beverage and dining options.
Their response was extremely generous and genuine. I sensed that they wanted us to thoroughly enjoy our stay as much as possible. We sincerely appreciate all that they did.
If I were to rate the staff , it would be the highest possible. They are all top notch. Everyone was absolutely fantastic. I am giving my stay a rating of “Good” as a whole based on the room."
Change your mindBook hotels with free cancellation
Be pickySearch almost a million properties worldwide
