Hotel Lero

I would have given 5-stars, if not for 3 customer related issues with reception. First issue - When I arrived for late checkin, we were given a room on 1st floor which I previously requested for higher floor. When I requested for room change, the concierge initially said was ok. However after waiting an hour, we were told that the extra bed was missing with no housecleaning staff, and also the previous 1st floor room was given to someone else without asking us first. We had to wait for total 2 hours before they set up a new room for us, which was already midnight. Second issue - Guests next door were banging/screaming/shouting from 4am-5am which disrupted the whole floor. Reception only phoned the guests to follow up, which didn’t solve the noise issue. Third issue - Hotel offered my family a free dinner buffet at Terra to compensate for the noise complaint. This was a nice gesture however when the bill came we were then told that drinks weren’t included only the food. Very odd that the invitation letter said nothing about this, and the reception staff were very defensive and unapologetic to the fact that this was supposed to be a compensation from 2nd issue. All in all, the hotel is still good and I would stay there again. I also know the staff are trying their best, but reception staff definitely need more training on customer service so that these issues won’t happen again.

Staff was great. Very attentive! I’d recommend this hotel to family.