2/10 Terrible
evgenia
Travelled with family
Dec 30, 2024
Disliked: Cleanliness, staff & service, property conditions & facilities
For a 5-star hotel this expensive, this was a truly terrible experience. After two days of traveling, we arrived to find no towels in our room. It took five calls to reception before we got beach towels instead of regular towels. The next day, we were given only one towel for three people, and the day after, just two towels—still not enough for 3 of us.
The cleanliness was appalling. Our room had tiny ants crawling everywhere, and the bathtub was not cleaned properly, with hair all around the drain when we checked in. This level of hygiene is unacceptable for any hotel, let alone one at this price point.
Customer service was virtually non-existent. Every time I called to order room service, I was told someone would call back, but no one ever did.
When I tried to extend our stay while waiting for other accommodations, I called the day before and was told to call back later. The next morning, on the day of check-out, we were suddenly informed that the hotel was fully booked and had to leave immediately, with no prior notice. To extend our stay, I was casually advised to check a well known third party service for availability.
This hotel failed on all fronts—cleanliness, service, and communication. As an expensive hotel it was an absolute disappointment. I would never recommend staying here. Spend your money somewhere that values its guests and provides basic services.
evgenia
Stayed 2 nights in Dec 2024