4/10 Fair
Nov 28, 2024
Disappointing Service at a Stunning Hotel
I recently stayed at a visually stunning hotel with high expectations, but the experience fell far short of its five-star rating and price tag. The Presidential Suite with an in-room pool promised luxury but lacked privacy, leading to a noise complaint on our second night. The hotel's solution—moving us twice—was disruptive and poorly handled.
Breakfast was another disappointment: slow service, overpriced coffee not included in the "all-inclusive" package, and confusion over the à la carte menu. The food quality didn’t match its fine-dining claim, with cold, improperly prepared dishes and a lack of attention to dietary needs. Dinner was equally disorganized, with mismatched serving times and bland food.
Inclusions like the airport transfer and spa treatment also underwhelmed. The transfer was misleadingly advertised, and the spa lacked privacy, with a glass wall exposing the treatment area to public view.
While staff were polite, they often seemed inexperienced and struggled to address basic issues. A manager later attempted to resolve our concerns, offering a complimentary meal and honoring our transfer. However, by then, the damage was done.
Despite its Instagram-worthy appearance, this hotel failed to deliver on fundamental service and quality. Unless significant improvements are made, I would not stay here again.
John
John, 8-night trip with friends
Verified Hotels.com guest review
