I spent a short stay at this 5-star hotel with my mom. Overall, the hotel itself is very nice. The room was comfortable, well designed, and had all the required amenities. The location is also excellent, which made the stay pleasant, and globally we did enjoy our time there.
However, the biggest negative point of this hotel is clearly the service. Some staff members were very good and genuinely made an effort to make us feel welcome. For example, the gentleman who took our luggage up to the room was professional, polite, and did his job perfectly. Unfortunately, not all of the staff are trained at the same level, and this is where the experience really falls short of 5-star standards.
We did not receive our welcome drink at arrival. I asked twice for it to be sent up to our room, and both times it was simply forgotten. We also were not given any information regarding the Wi-Fi password, which is a very basic detail in any hotel, especially a 5-star one. These may seem like small things, but in luxury hospitality, details matter a lot.
What was most disappointing is not only that these issues happened, but how they were handled. At the end of our stay, we informed the staff about the missing welcome drink and the overall lack of follow-up. There was no real apology, no sense of concern, and no effort to make things right. It felt like it was “okay whatever” for them, which is not acceptable at this level.
As clients who are used to staying in 5-star hotels, this was honestly one of the worst service experiences we have had in that category. When staff are not properly trained and do not attend to basic client needs, it directly affects the overall quality and image of the hotel, no matter how beautiful the property is.
This hotel has strong potential, but service consistency and staff training clearly need major improvement to truly meet 5-star expectations.
