Further to a recent unpleasant experience at one of your members’ hotels - Manuela Residence, Victoria Island, Lagos (27.11.2008);

Having booked in for two nights and paid in advance (always a mistake), I found the room comfortable, surroundings pleasant and staff friendly; unfortunately during the night there was the incessant noise from a generator.

Upon complaining to the night staff, they assured me that they would register the complaint, but no other rooms were available. The following morning when I took this up with the Reception Staff, they were less than helpful - no alternative rooms could (would) be offered; the only offer the hotel came up with was a change of room to a DeLuxe room - however a surcharge would apply, so no mention of recompense for my lost nights’ sleep!

At Manuela Residence the staff & management clearly do not understand the service industry, I had a genuine complaint and although they claimed there was nothing they could do... more