Heavens Edge by Mr and Mrs White

Extremely disappointing experience, the manager’s behavior was completely unacceptable. The view at Heaven’s Edge is beautiful, but unfortunately, the behavior of the manager completely ruined our stay. I contacted the manager through WhatsApp to ask if we could have a late check-out until 1:00 PM. She personally confirmed that it was fine and said she was happy to allow it. Based on her confirmation, we reasonably expected to remain in our room until 1:00 PM. However, at around 12:30 PM, we returned to our room and were shocked to find the manager already inside our room with two cleaners. She was extremely angry and started shouting at me because I had not replied to her message. I told her calmly that she had already approved our 1:00 PM check-out and asked her not to shout at me. I also questioned why she had entered our room and brought two cleaners inside while we were still checked in and before our agreed check-out time. Her response was even more shocking: she told me that she had the right to enter my room whenever she wanted. That is absolutely not how a guest should be treated. Regardless of whatever issue she had, there was absolutely no reason to enter an occupied guest room with cleaners before the agreed check-out time and then shout at the guest. Her attitude was aggressive, disrespectful, and completely unprofessional. After about five minutes of arguing, I closed the door because I refused to let this situation ruin our vacation. A few minutes later, she came back, knocked on the door, and asked me to apologize. She eventually admitted that I was right and acknowledged that she had indeed approved our 1:00 PM check-out. The cleaners also apologized to me for entering the room and attempting to clean it before our agreed check-out time. Their apology was appreciated, but it does not excuse what happened. I have stayed in many hotels and have never experienced such rude and disrespectful behavior from a manager. A hotel manager should know how to communicate professionally with guests, respect their privacy, and take responsibility when a mistake has been made. Unfortunately, what should have been a relaxing vacation was unnecessarily turned into a very uncomfortable experience because of the manager’s attitude. Beautiful location, terrible management. The property may have a nice view, but good views do not make up for being treated disrespectfully in your own room. I strongly hope the management/owners take this complaint seriously and reconsider whether someone who speaks to guests in this manner is suitable for a managerial position.