I know I did a glowing report of how fantastic & caring the staff were after Liz had her purse stolen in Poppies 2 & how wonderful everyone was especially the security guard for taking them to the Police station.As well as doing a glowing report on BTF I also sent a personal message of Thanks last night to Andrew at KTH & congratulated him on having such wonderful staff BUT their has been a huge negative that arose today & the girls & I are far from happy.
I know I will very likely get flamed for this but I just don't care,just because KTH is a favourite of so many,I still think what happened at the last minute today to the girls sucks big time.I got a thick skin & this info should be shared so others don't get screwed around like Krystle & Liz have been today.It is just not right to do this to paying guests who have a definate confirmation of check out time !
As many of you already know this is our daughter's 1st trip to Bali on her own as an adult & Liz (her best friend) 1st trip to Bali.I wanted them to fall in love with Bali just like we have over the past 15 years.
I had originally contacted the hotel via email but the reponse was slow so I spoke via email to a close family friend who was staying there at the time & did us a favour.He is a very frequent long term guest & confirmed the reservation with the front counter & Andrew for us.Their booking was confirmed by me through more emails & with a reply received from Andrew for an 8 day stay with a positive & definate confirmed late check out on their 9th day which was until 6pm tonight.
One would normally think that means you are NOT told you are kicked out of your room before 6pm on your last day.Sorry doesn't work that way at KTH ! I received sms from Krystle saying they got back from the beach late this afternoon & were approached in reception & told that they must immediately vacate their room & would be moved elsewhere.
If it was me I certainly would have told them to go to hell & that I am staying put until exactly 6pm & that I wasn't moving anywhere BUT I am talking about 2 young girls on their 1st OS trip together.I realise that they are in business to make money & accept guests BUT you do not do this sorta thing a short time before your guests check out - definately not the way to win friends,influence people or have them come back as repeat guests or advise others to stay with at your hotel.
So much for spending their last few hours in Bali leisurely packing & relaxing with a few drinks in their room.They had intended to spend more $ in the hotel & eat dinner & have a few drinkies in the bar before one of our close family friends picked them up to go to the airport at around 10pm.Late this afternoon when they got back from the beach reception staff abruptly stopped them as they walked back in via the reception area & said they had tried to call them at 10am to advise them they had to leave early but the girls had already left the hotel at 7am do to Bali Buggies & Quad bikes which didn't get back to around mid day.There were no missed calls showing on their mobile.
Around mid day when they returned to the hotel Liz went down to reception & was there for about 10 minutes talking to 2 women at reception desk working out the bill & paying it.At no stage was the fact that they would be kicked out of their room for their last few hours & have to move to another room ever mentioned.Rather strange or maybe it's just out right total incompetance -IF they already had a new reservation for the room & didn't advise Liz of this at this time !
I had only spoken to Andrew (the Aussie manager) via email last night-surely he or his staff did not accept a reservation at the very last minute today that meant kicking the girls out for a few hours.If so,it sucks big time in my opinion !
After receiving the sms from the girls today I replied advising to immediately to go to reception & ask to speak to Andrew.A reply was received via MSN,he is not available,staff at reception said "Too bad,according to them they accept no reservations for late check out anymore & it's standard".IF that is the case WHY the hell was the girls late check out for tonight received,accepted & confirmed in the first darn place from the manager ? My confirmation of the reservation was confirmed in writing via email through the Aussie Manager - isn't that good enough ?
Sure puts a sour taste in your mouth for your last few hours in Bali to be screwed around like this.
I know Dennis,Baldie & others may not be happy at me making a negative comment re KTH BUT this is a totally honest & factual report & this problem definately should not have happened.I am darn well annoyed that it did & others on BTF need to know this is what KTH has done to some of their guests.I can only hope as a result of this that Andrew & his staff may decide that paying guests don't automatically happen & that when they do that they deserve some more respect.
I hope that this approach or attitude to guests will be promptly changed.Just because some some forumites are friends with staff or the management does not mean that 100% of the time that they get everything right.I promise IF I receive a reply to my email from Andrew tonight that I will do another post.
After the girls had checkout of their room at 6pm they had wanted to confirm with staff that their luggage could be held somewhere securely until 10pm when they were picked up by a family friend for the trip to the airport.They said they now felt uncomfortable going downstairs & asking for this from a staff member who had already been rude & abrupt to them late this afternoon & again tonight or to talk to thse 2 staff members on the front desk who told them that they had to vacate their rooms immediately only a short time before.Gee how to win friends & influence people & how to turn a glowing & extremely postive report aka JBR into a negative one.No a good move in my opinion.
The good news is that the girls decided to say stuff it - IF KTH doesn't want us we will go elsewhere & spend our money on our last night for dinner & drinks.They were peed off & wanted a fun time for their last night so they contacted a close family friend & are having dinner with him before another friend picks them up to go to the airport.