We arrived after 12am and advised no rooms were available, despite being advised by Expedia that we were expected for a late check in. We were then taken to a substandard hotel across the road, Excelsior Apartments which did not reflect the price paid. We went back and advised the staff at Gold Kaya that these apartments were unacceptable, not what was advertised and we refused to stay there. After standing our ground, they then told us a guest was checking out of a room at 1.30 am and that we could use this room but it would not be properly cleaned until the housekeeper arrives the next day. The receptionist changed the sheets and promised the room would be cleaned properly in the morning. The housekeeping was shoddy, bathroom floor was covered in a slippery liquid and barely cleaned. Bed sheets and towels were stained and the bedroom floor was still dirty.
There was no hot water for the first day and they refused to provide us with a/c (in 35 degree heat) unless we paid extra, we showed them it was included in the booking, had to wait 2hrs for them to locate a remote for us to operate the a/c. Had to ask the receptionist twice as she complained she has too many things to do and is too busy. Dining area was always dirty with left over food/crumbs/used cutlery and the pool was murky and was warned by other guests not to use it as it had not been cleaned for months. There was also a leak in the lobby ceiling which left our bags wet whilst we waited for our airport transfer.
