Incredibly disappointed with our stay at Empire Spa over new years. Room looked more like a motel than a 5 star retreat and photos on website had been taken to deliberately exclude the un-renovated corner of the room. Bathtub/shower was as pictured, but completely unsafe and flooded the whole bathroom floor (as described in previous reviews). Had soggy towels sitting on the floor all day, how luxurious. The room was also described as having ‘polished wooden floors’. When raised with management, we were told that the floors had been replaced with carpet a few weeks prior and they ‘hadn’t updated the room description yet’. Again, added to the motel look and feel. Left our booking one night early and sought alternative accomodation down south. We were refused a refund for the final night after complaining, which is fair because it is a busy time of year but very disappointing when we had paid hundreds of dollars per night to stay. Such a shame because we had such a lovely experience last time, but will never stay here again. Although the staff were lovely and the resort itself is beautiful, there are much nicer places to stay with far more amenities on site and nicer rooms to enjoy your holiday.
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