Gastnutzer
15. August 2023
I am giving MOYO 2/5 stars only due to the exceptional staff at the bar and beach club, as well as the captivating appearance of the communal outside area, which we found to be truly beautiful. However, we encountered a troubling incident that was poorly managed and could potentially ruin the experience of other guests. The hotel operates a valet service, meaning guests are unable to park their cars themselves and must entrust the keys to a valet who handles the parking. These keys are kept at the reception until needed again. During our four-day stay at Moyo, on the second morning, the valet returned our car with significant scratches on the back and damage to the alloy tyre. We promptly reported the damage, and were informed that the general manager would address the matter. Unfortunately, most of the staff lacked fluency in English, resulting in poor communication and a lack of attention to our concerns. That evening we asked the receptionist for news and she informed the hotel couldn’t take any responsibility for the damage as there was no proof and told us to seek permission from a nearby villa to access their security cameras (since the hotel had none) to investigate the incident ourselves. This left us incredulous and we asked again when we could expect to speak to the general manager. Despite continuous requests, the general manager never followed through, and the issue was neglected. We told the reception staff we were leaving at 10am and at 10:30am after waiting in the foyer, a manager who spoke English came to speak with us, greeting us with ‘I have bad news for you.’ She told us to request a police report and that hotel couldn’t take any responsibility. With little time until our flight, we left the hotel. We expected the hotel to have basic security measures, such as cameras, especially since they offer a valet service where our car was under their care for extended periods. We assumed they would have some form of insurance or protection for such incidents. However, we were disappointed, particularly because the car was rented, and we had to deal with the damages, without any form of apology from the hotel. When booking a hotel abroad, one would hope to feel secure and well taken care of, but unfortunately, our experience at Moyo was quite the opposite.
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