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busybeeee2016
Haywards Heath, United Kingdom

Lovely setting but front of house could be improved

Reviewed May 25, 2024via mobile
We arrived on a Saturday evening to find nobody at the check-in desk and had to go to next door hotel to sort this. Then tried to book breakfast for the following day but was told this couldn’t be guaranteed as it was Mother’s Day, i.e even though we were staying there this would be on a first come first serve basis and not just to fellow guests but to the general public also. Overall we had a lovely time, our room was clean and we had fantastic views across the lake. We also used the gym, swimming pool and hired a kayak. However we got the impression that a lot of the staff were new and although very polite, they couldn’t actually answer any specific questions and when they went off to find the answer they never came back. It was also a bit disappointing that the reception desk only appeared to be manned on a sporadic basis. It is not cheap to stay here and in that respect the service could definitely be improved. The exception to this were the staff in the Whisky Bar who were brilliant. We went there a few times when there was nobody at the front desk and they all went out of their way to help. Particular thanks to Gareth and Brett.
Date of stay: May 2024
Trip type: Travelled as a couple
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Norberto Zamora Padron, Guest Services / Front Office at Eldorado Resort - Hotel Eldorado, responded to this review
Responded Jun 14, 2024
Thank you for taking the time to leave us a review.

First of all, our sincerest apologies for the inconvenience you experienced. We always strive to give the best service to our guests and we are sorry that we did not meet your expectations. We will make sure we share the feedback with our staff to ensure it does not happen again.

We hope to see you again to have the opportunity to change your impressions.

This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed May 6, 2024

Arrived for check in after time given on email and room was not ready. Television kept freezing in the evening and no one after 8:30 pm at the Eldorado text so had to contact the desk at the Manteo Resort. Sent someone up but unfortunately they didn't know how to fix it so had to wait until the next day. The next day when we arrived back at our room around 15:45 our room still had not been touched up so had to go down to the front desk. Upon check out the next day after 9am,again no one at the Elderado front desk so had to drive over to the Manteo Resort to check out. Very disappointed in this Resort. Gave it a 2 because the room was at least very quiet.

Date of stay: May 2024
Trip type: Travelled with family
Thank seonef
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Marieme Sall, Guest Services / Front Office at Eldorado Resort - Hotel Eldorado, responded to this reviewResponded May 16, 2024

Dear Guest,
Thank you for taking the time to leave us a review.
First of all, our sincerest apologies for the inconvenience you experienced. We always strive to give the best service to our guests and it's apparent in this case that we fell short.
We hope to see you again to have the opportunity to change your impressions.
Warm Regards,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed November 2, 2023

We landed at night and had a late check-in. However, the staff was super helpful to accommodate us. I was lucky because I got a very nice view, facing the ocean...the view...was superb just like in the movie...the breakfast food was delicious. Will definitely come back!

Date of stay: February 2023
  • Trip type: Travelled on business
    • Value
    • Location
    • Service
Thank dgracia0410
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Marieme Sall, Guest Services / Front Office at Eldorado Resort - Hotel Eldorado, responded to this reviewResponded November 2, 2023

Dear guest,
Thank you for your kind words. We are delighted to read that you enjoyed your stay at the Resort and can't wait to welcome you back !
Warm Regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed October 25, 2023

We stayed there for four nights.our first night the room was small and outdated. We asked to be moved they said leave your things in the room we will move them.when we got to our new room my pillow that I had brought from home was missing. I immediately called the front desk they said they would look into it.i called each day nothing happened. I emailed and called when I got home.They hung up on me while I was talking to them.A few weeks later I got a child's dinosaur pillow in the mail.i called an d emailed again got hung up again and my email was not answered. These people are rude and don't care I will never stay there again. I will certainly never recommend this place.ii will be sure everyone knows how little they
care about their guests.
Ruth

Room tip: Pool crowded never stay there not worth the money
Date of stay: July 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Threetravellers08
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Tobe Okeke, Guest Services / Front Office at Eldorado Resort - Hotel Eldorado, responded to this reviewResponded October 31, 2023

Dear Ruth,

Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Please send an email with your information such as your full name, stay dates and cell# to (tokeke@eldoradoresort.ca) so we can reach out to you and investigate this properly

Sincerely,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed October 12, 2023

I am a staff member and had the most extraordinary experience at the Eldorado Wellness Center when I indulged in a full hour facial with a blissful massage using Eminence organic products.
The ambiance at Eldorado Wellness Center is second to none. The soft, soothing music and the gentle aroma of essential oils instantly transported me to a world of relaxation and rejuvenation.
My esthetician, Yee was an absolute gem. Her expertise and professionalism were evident throughout the entire treatment. She carefully explained the process, ensuring I felt comfortable and informed every step of the way. Her hands worked magic during the facial and massage, relieving tension and reviving my tired muscles. I left the treatment room feeling completely refreshed and rejuvenated.
The Eminence organic products used during the treatment not only did they smell heavenly, but I could feel the natural goodness of these products as they were applied to my skin. My face was left feeling nourished, radiant, and incredibly soft. Absolutely recommended!

Date of stay: October 2023
  • Trip type: Travelled with friends
    • Value
    • Location
    • Service
Thank valeriavV1780ZB
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Tobe Okeke, Guest Services / Front Office at Eldorado Resort - Hotel Eldorado, responded to this reviewResponded October 31, 2023

Dear Valeria,

We are so happy you enjoyed your massage at the Eldorado Wellness Center, we have some of the best hands in the Okanagan and they give the best treatments!

We look forward to welcoming you again soon

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed August 24, 2023 via mobile

Way too loud, bar plays over the top loud music outside even though there are no customers seated outside. Numerous requests fell on deaf ears to have outdoor speakers turn down or off. There is no longer any front desk staff at the Elderado only at Manteo next door so it seems they could care less. This was once the best in Kelowna, sadly those days are a thing of the past.
Consider somewhere else to stay.

Room tip: Booking anything here
Date of stay: August 2023
Trip type: Travelled on business
Thank Patric M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Tobe Okeke, Guest Services / Front Office at Eldorado Resort - Hotel Eldorado, responded to this reviewResponded August 31, 2023

Dear Patric,
Thank you for taking the time to leave us a review.
I would like to sincerely apologies about the noise disturbance during your stay.
While our Eldorado Front Desk has limited opening hours, Manteo's Front Desk is open 24 hours and here to cater to all of our guests need at both hotels over the phone or in person at all times. I am sorry to hear that you have not been helped or heard. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short . If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of.
Warm Regards,
Marieme

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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