Tim
Not the 5 Star Experience we Paid For
On day 2 of our stay at St Regis Le Morne Mauritius we noticed a sewerage smell on the outside of the building with our. That night, the toilet floor waste overflowed & exuded a watery, bubbly foam which quickly grew. This sewer waste was also coming up in the bathroom sinks. We informed the front desk & a female cleaner arrived. She wore no gloves & proceeded to take two bath towels from our room & place these over the foam bubbling up by the toilet. During her attempts to clean up, she had gotten the waste matter onto her shoes as well as onto her bare hands. I took up with her the fact that a 60 degree wash would not sanitise the towels & subsequent people would use them on their body & face; she said she had “used rags” to do this cleaning (this was not the case as I had specifically seen her take two of our clean white bathroom towels to use). Later when the cleaner walked out, they left wet footprints over the floor as well as touching the room door handles - further spreading the effluent. We did not feel safe health-wise remaining in the same room, & requested a new room. We repacked & waited for 2 hours for approval, then moved rooms & unpacked. So we spent four hours of our holiday dealing with this. The next morning at an outside table for breakfast, sparrows sitting on a chandelier descended & tried to grab food when we were at the buffet. One defecated on the table & later another on a family members arm. The waitress noticed & said it was: “Good luck!" Unfortunately, there were a number of other incidents. Apart from that the location was lovely, hotel facilities a little run down, most staff were lovely. When leaving the manager offered to remove the cost of a pizza & a club sandwich off our bill as compensation. As St. Regis is a flagship luxury hotel brand owned and managed by Marriott International we sent them an email directly. We received a reply from Kimgracey H. of customer care on 27 June who said they would get back to us in 5 business days. After 10 business days we sent another email.