Hotel Jardin Tropical

Just checked into the hotel. we are stopping in a club premium room so when we arrive the door man takes us to check in and the receptionist who saw us straight away directed us to the club check in where we waited 30 minutes to check in. More importantly when shown to our room we were suprised that the room was totally in the shade. We asked the guy when the sun came onto the balcony and he said 'never'. Why would you have a premium room that got no sun whatsoever. We asked for a different room and were told there was not one available even though booking.com showed availability to book a club premium. We were told we could perhaps changes tomorrow but when you are somewhere for 6 nights and have a lot of luggage the last thing you want is to keep repacking. For £1300 for six nights I am quite dissapointed. I could have stopped in the UK in the shade.

The hotel itself and the surrounding area made a strong and good impression. The buildings are well-designed and the variety of menus and location of hotel's restaurants is worth noting. However, we were unhappily surprised that a double room with one bed, in fact, is equipped with two single beds shifted together. Moreover, they stand on rollers and tend to move apart. In fact, we found out that all double beds in the hotel rooms are actually two shifted single beds. The hotel doesn't have a free parking zone while the daily price for a parking place is rather high - 15 euros. And a rent-a-car representative had to leave our car right in front of the main entrance as the guests' parking zone is also not provided. But the saddest thing about our stay was lost money from the luggage room. After the checkout, we left our luggage with 300 euros inside the backpack in the luggage room. We were not informed that the hotel is not responsible for any valuables left there. We discovered the fact of the lost money only in a taxi on the way to the airport. Fortunately, we had a credit card with a small amount of money for an emergency case just like that. Right after arriving at the airport we sent an email to the hotel, in which we informed the staff that "we found out that we lost our money (around 300€) from the luggage. They could be either in the room if we accidentally left them near our bed or they were stolen from our luggage while it was stored in the luggage room". We didn't get any response to our email for almost 18 hours. After that, we sent another email to the hotel and got a quick response in one hour. However, we were fully disappointed by the content of the response: the lady from Guest Experience Department informed us that "nothing was found in the room, neither in the luggage room" and "the luggage room is a room where many people come and go, we cannot be responsible for any valuables that are not kept in the safe". According to the fact that nothing was found in our room, we supposed that our money was stolen from the luggage room. If the hotel has cameras in the luggage room it is possible to inspect the recordings and find the thief. If the luggage room has no cameras and does not have control of any kind it is obvious for us that there is no use in such a luggage room. Also, we think that the hotel personal should explicitly tell us, that the hotel is not responsible for any items left in the luggage room (which is very strange for the hotel of such level). Moreover, we think that blaming hotel guests for stealing our money is a very unprofessional answer. We have stayed in many hotels and it was the first time when we faced such a situation. We had been spending our honeymoon in the Jardin Tropical and this accident totally ruined all the great impression of the holiday. Not only because we lost our money but because we feel the hotel's staff unwillingness to participate in our situation by not responding to our email on the same day. We sent an email to the hotel with our thoughts about this accident but did not receive any response. Undoubtedly, we will not recommend Jardin Tropical to our family members or any of our friends.