Mixed Experience â Great Facilities, Disappointing Service
We recently stayed here as a family and while the room facilities and views were fantastic, the overall experience was let down by poor communication and service.
We were initially double charged for the room, but to the hotelâs credit, the extra payment was promptly refunded once we raised it.
Unfortunately, several issues impacted our stay. A notice in the lift informed us that water would be turned off at 8am the next morning for urgent repairsâsomething that was never mentioned at check-in. Later that night at 10:30pm, after finally getting both our infant and toddler to sleep, the intercom rang from the front desk advising of an emergency plumbing issue and hot water would be shut off immediately until lunchtime the next day. The timing and lack of forewarning were incredibly disruptive, and there was no real care or apology shown when we raised this at check-out.
Additionally, while the floors appeared clean, our 1-year-oldâs suit was filthy after crawling for just a short time, suggesting cleanliness wasnât up to standard.
In short: the facilities were impressive, but the lack of communication, consideration, and genuine customer service left us feeling let down.
