Disappointing Experience at a 5-Star Hotel
Unfortunately, our stay at Divina Hotel did not live up to what we would expect from a 5-star property.
There were several small but important details that made the experience disappointing. The room only provided instant coffee sachets, with no complimentary water. We were told that Divani cartons are provided on the first day, but we did not receive any. Instead, we were informed that everything in the minibar/fridge was available for purchase.
The toiletries were also empty, including the shampoo, conditioner and lotion. When we raised this, we were told that we should have contacted Reception rather than Housekeeping. However, there is an option to contact Housekeeping directly, and regardless of which department is contacted, these basic amenities should have been checked and replenished before the room was made available to guests.
Our room, 348, also had the sofa already opened out as a bed. As there were only two of us staying, this meant we effectively had no sofa to sit on. This was particularly inconvenient and seemed unnecessary.
The bathroom had no exhaust fan, meaning the mirror became completely fogged after using the shower. There was also no bathtub, which may not be essential, but is something we would have expected given the hotel’s 5-star positioning.
Another concern was the lack of lift security. The key card was not programmed to restrict access to our own floor, meaning anyone could access other levels. For a 5-star hotel, we would expect better security and key-card access controls.
There was also no Netflix, Prime Video, Disney+ or other streaming services available on the TV, which is increasingly standard in modern hotels.
Finally, the in-room tea selection consisted only of black tea, with no herbal tea options.
Individually, some of these issues may seem minor, but collectively they made the stay feel much less than what we expected from a 5-star hotel. The biggest disappointment was that many of these are basic amenities and service standards that should be addressed without guests having to repeatedly contact different departments.
Overall, we expected a much higher level of attention to detail and guest experience from Divina Hotel.
