Verified review
2/10 Terrible
Verified traveler
2017/1/26
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Looks good online but reality is different
We stayed at hotel in August 2016 and it took me months to receive refund of extra charges for services which were not rendered. I tried to avoid writing review but I think it will be helpful for other tourists to learn from our experience.
Hotel looks beautiful online but reality is different. Experience requires long travel time from airport to lake (approx one hour) and boat ride (not safe according to north american/european standard) of one hour- We were fine with this part as its adventure. On arrival, we were surprised to learn that boat does not dock at property as shown online but you have to hike for 45 minutes with your luggage-imagine at such an altitude with your luggage. We booked two bedroom suite (as thats only suite at property) and we were told that we only have one room (we were charged for two rooms). Things which did not work- there was no heat so we were very cold whole day and night (it was winter and it was cold for us even thought we are Canadians), no hot water so that means you can't shower or use bath tub (one of things which look good online), we put our passports in safe deposit and it ran out of battery so we couldn't get our passports out and we were told that they did not have key to open it!! Imagine no passport in foreign country!?! We booked floating island, hiking and cooking classes (and paid in advance). All of three were cancelled and we were not refunded- it took three months and multiple emails to receive refund.