I recently stayed at this hotel and, unfortunately, my experience did not meet the expectations of a 5-star property.
The biggest disappointment was the service from several hotel staff members. The pool staff were consistently rude, rarely made eye contact, and gave the impression that they could not be bothered to assist guests. At the jazz bar, we were told, “8 pm no show,” even though we were only 10 minutes late and it was a walk-in arrangement. The way this was communicated felt unprofessional and unnecessarily made us feel unwelcome.
The check-in experience was probably the worst part of the stay. There was no warm welcome, no introduction to the hotel facilities, and no effort to make guests feel valued. The receptionist simply handed over papers for me to sign without explaining important information such as breakfast hours, gym opening times, hotel amenities, or other useful details. I was also asked to pay a security deposit without any explanation of the amount, purpose, or daily charges. Guests should not be expected to already know these details. Clear communication is a basic part of hospitality, especially at a luxury hotel.
The room itself was clean, and housekeeping maintained it daily. However, several basic amenities that are commonly expected in a 5-star hotel were missing. There were no slippers or bathrobes provided in the room, and vanity kits were not replenished automatically. We had to request them repeatedly throughout our stay, which became frustrating.
Another issue was the lack of complimentary drinking water. The water stations provided nasty water taste and no free bottle of water in your room at al, effectively forcing guests to purchase expensive drinks. For a hotel charging premium rates, this felt unreasonable.
Communication and consistency were also poor. During check-in, we were given written information stating that late checkout arrangements could be made the day before departure. However, when we called the front desk the day before leaving, we were told they could only confirm it on the actual day of departure. This directly contradicted the information provided at check-in and created unnecessary confusion. Throughout the stay, there were several instances where the hotel said one thing but did another.
The one positive aspect of our stay was the service in most of the restaurants. The restaurant staff were friendly, attentive, and provided far better customer service than many of the hotel staff. They genuinely made us feel welcome and were a highlight of the experience.
Overall, while the hotel facilities and cleanliness were satisfactory, the service standards fell far short of what should be expected from a 5-star hotel. When paying premium prices, guests expect professionalism, consistency, attention to detail, and a welcoming atmosphere. Unfortunately, the value and service received did not justify the cost of the stay.
