I stayed at this hotel last week and had a seamless experience, which is why I chose to return this week with my friends. Unfortunately, this stay completely changed my impression of the hotel. During breakfast, I found a dead fly firmly stuck to my Danish pastry. When we complained, the Executive Chef surprisingly said they “don’t have any flies in the restaurant,” although the previous day I had personally seen several flies around and on the buffet food, particularly over the turkey. I initially chose not to complain until I found one stuck to my own food. After such a serious food hygiene complaint, I expected greater attention for the remainder of our stay. Instead, the following morning I asked for a spoon and was handed one with a folded napkin stained with chocolate. The napkin was still folded exactly as it had been given to me as shown in the photo below. Even worse was the manager’s response (tall with grey hair). His apology felt sarcastic and careless, and he joked that perhaps the waiter “didn’t sleep well.” He barely looked at us while speaking and showed very little concern. His attitude was honestly more disappointing than the incident itself. I would, however, like to recognize Mr. Samy, the Front Office Manager, who was the only person who consistently handled our concerns with genuine professionalism. Following the fly incident, he kindly offered us a complimentary dinner. Unfortunately, even during that dinner, the three of us asked to share just one dessert. We were told the churros were unavailable, we asked for the brownie instead and were informed it is unavailable as well we asked for another dessert so the waiter decided to tell us that there were no desserts at all. No alternative was offered—not even fruits or something from another hotel outlet to compromise . It made us feel uncomfortable for even asking and as though we were being treated differently because the dinner was complimentary. We regret accepting the invitation in the first place! Mistakes can happen anywhere, but what matters is how they are handled. Unfortunately, except for Mr. Samy, the lack of care and professionalism throughout this stay was extremely disappointing. I am attaching photos of the incidents so they can be seen clearly.
