I booked our stay a month in advance and requested a cot for my two-year-old, which was confirmed twice. At check-in, staff reassured us it had been arranged. But when we entered the room, it wasn’t there.
At 8:30 PM we returned to find it still missing. Reception said all cots had been issued. A staff member eventually brought one, but it was broken and unusable. No alternative was offered.
From 8:30 to 9:30 PM, staff were in and out of our room. No privacy, no peace, and no safe place for our toddler to sleep — in your most expensive suite.
The sofa bed offered was broken with exposed springs. I had to help force it open, and when I tried to lay my son on it, he cried out in pain. He became distressed and injured himself running around the room.
We were forced to leave at 9:30 PM and drive home in torrential rain and darkness, with a crying child and a distressed wife.
The following day, which I had taken off work, was ruined. We lost money on bookings and our plans were cancelled.
While we received an apology, no compensation was offered.
Given your previous refusal to provide a nebuliser to a terminally ill child — and now failing to accommodate a toddler’s basic need to sleep — your hotel is clearly not family-friendly.
The food is overpriced, the service poor, and Duck Bay is clearly going downhill. I would avoid it entirely if you have children.
