2/10 – Matig
3 mei 2025
Do not expect 5-star service/hospitality.
When we checked in, the keycards weren't working, there was electrical issues with the vent in the bathroom, and the ensuite phone wasn't working. For 45+ minutes and after multiple trips up and down (between the room and front desk) in an attemp to resolve the issues, the keycard/door, the bathroom vent, and the ensuite phone still weren't working, but the hotel still refused to change our rooms until I asked about 4 or 5 times, and personally showed the manager all the issues.
We had booked this hotel for the pool/sauna facilities, so when checking in, we specifically asked about its opening hours. The sauna opens at 7am, so we went down at 9am, but it wasn't working yet. When we asked the front desk why the sauna wasn't working, and they said it starts at 10am. I went down to the pool/sauna again, took a photo of the notice that said sauna starts at 7am, and showed it to frontdesk. Only then, they changed their words and said that we need to let them know an hour before use. No one had told us this, but the front desk kept trying to shift the blame to us, saying that they tell all guests this at check-in. Not a single "sorry", but just constantly changing their words and telling us it is our fault.
After we made these requests/complaints, the hotel staff became visibly rude to us and stopped treating us like guests. We have never felt so unwelcomed and unsafe at any hotel.
Worst experience at any hotel (let alone a supposedly 5-star hotel).
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