2/10 Terrible
James
Traveled with partner
Feb 5, 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
While advertised as a 5-star hotel, my recent experience unfortunately did not meet expectations for service or room quality.
Upon check-in, the room had not been thoroughly cleaned from the previous guests, with objects left behind including a stuffed animal, which created an unsettling environment. The carpet was extremely dusty and there was a musty smell, indicating the room had not been well cared for.
During our hotel restaurant reservation, we were initially refused seating by a rude waiter for no reason and only after speaking with a manager were we able to be seated.
The room's bathroom had several concerning maintenance issues - the bathtub leaked substantially on the floor during use to the point we had to use all the existing towels to mop up the water. The bathwater was also yellow in color when first run (see picture). We requested two additional clean towels from housekeeping given the flooding issues but when checking out, the front desk employee Florian accused us of stealing them and charged us inappropriately.
Given these cleanliness, maintenance and customer service issues, I cannot recommend staying here until standards improve. For the price paid, I expected better care and hospitality. Please see attached photos documenting some of the problems encountered during my stay. Management should address these types of lapses to provide guests with a more positive 5-star experience fitting of the hotel's luxury rating and pricing.
James
Stayed 2 nights in Jan 2024