I decided to stay at the Clear Essence because of the lovely reviews that I had seen online. I was extremely disappointed with my stay at Clear Essence and will definitely not choose this hotel for my future visits to Lagos. A number of incidents occurred that I made the staff aware of at the Front Desk but nothing was done about this. While I must say the rooms and the overall appearance of the hotel are lovely, in particular the landscape - really beautiful, however the service is what lets this hotel down.
We were given a quote for the entire stay (2 weeks) and this was settled before we even arrived so that we would only have to bother about paying for room service upon check out. When it came to check out the person at the front desk told us that we had been given the wrong quote and that the guy that gave us the quote had been fired for giving us the wrong quote, among other reasons. Guests should never be made aware of such internal communications issues and I believe that this is highly unprofessional and should never have been discussed with us. If a customer has been given a quote and the bill has been settled, it is not the customers’ business if the hotel has not informed their staff of the correct prices - that is an internal communication issue!
Lack of Communication
On Christmas day in the morning, I woke up a bit late and rang the reception at 11:05am to order breakfast for my guest and I. Bearing in mind that I am aware that the last call for breakfast is before 11:00am. The member of staff that picked up the phone acknowledged that fact that I was 5 minutes late and informed me that she would call the kitchen and squeeze me in. She did not call my room, so I assumed that the order had been placed and we would be having breakfast. 12:00pm went by and still I had heard nothing, I decided to call the front desk to see what was happening. The staff member informed me that the kitchen decided not to take the order because I was 5 minutes late. In my opinion, this incident was a poor exhibition of good customer service. The staff member should have called me back within 5 minutes to inform me that the order could not be taken and I could have made alternative arrangements. Due to the fact that this was Christmas day they should have done this!
On a number of occasions, I called for housekeeping to send a staff member so that items of clothing could be ironed. The majority of times that I did call the front desk, I always stressed that I was going out within 30 minutes and would need someone to pick them as soon as possible. On five occasions I had to wait more than 45 minutes for someone to come and pick the items to be ironed. On one occasion no one showed up at all!
Inability to Follow Instructions
On New Year’s day my guest and I decided that we would go to a nearby ice cream store to purchase some ice cream for later on in the day. We came back to the hotel at around 5pm and informed the staff at that we had bought some ice cream to eat later and we wondering whether it could be placed in freezer and we would ask for it later as we were going out for dinner. After dinner, we returned to the hotel and once in our room rang the front desk to request that the ice cream be brought to our room. Upon arrival the ice cream had completely melted and was dripping out of the box, it leaked all over the room and was not fit for consumption.
Bearing in mind all that happened above, a couple of days before I was due to leave the hotel I had become extremely frustrated with the lack of customer service and I called the front desk to ask for the manager. The gentleman at the front desk was very polite and promised to have the manager visit my room (I informed him that I would be in all day as I had not planned on going out that day). The manager was in a meeting at the time I called and I was promised that the manager would be with me within the next 2 hours. Unfortunately, as expected the manager never showed up and I did not receive a call or an apology for this. At this point, I had given up on trying and decided that I would ignore everything as it was only a matter of days and I would be back in London.
This is a lovely hotel, but there customer service skills are non-existent.
- Official Description (provided by the hotel):
- Welcome to Clear Essence California Spa and Wellness Resort at No. 13 Alexander Road, Ikoyi, Lagos, located in the serene and affluent Old Ikoyi residential area within a lush manicured garden setting, surrounded by soothing waterfalls and garden music to complete the ambiance. The resort was opened to fill the void for a local resort within the Lagos metropolis where corporate executives can escape the frenetic pace, unwind, rest and recuperate. The spa and wellness resort is an 18-suite, 5-star property, with an exquisite dining facility, gymnasium, yoga and pilates exercise studio, 10 spa treatment rooms and aqua center. We offer a highly secure environment to ensure your privacy with friendly but discreet hospitality. ... more less
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- Also Known As:
- Clear Essence California Spa And Wellness Hotel Lagos