Pengguna Tetamu
25 Ogos 2024
Deeply disappointed by the management and overall experience at this hotel. Upon check-in at approx 2:30pm we were informed that our room would be ready by 4:00 PM as per the email we received and therefore expected. However, when we returned at 4:10 PM, we were told that someone was still occupying our room, forcing us to wait nearly an hour before we could finally access it. The next day, the situation deteriorated even further. Despite the hotel’s promises of a ‘one of a kind’ 4* stay, we were met with leaking walls in our room and rusty cutlery, among other issues. As for the hotel itself, while the design is indeed stunning, it’s clear the property is still very much under construction. Walls are being painted, guests must navigate around workmen, there are doors without locks, occasional banging, leaking air conditioning, and, to top it off, builders barging into the female bathroom while I was in the there. When we brought these issues to the attention of management, they suggested we switch rooms. However, we declined, given that: a) we had already wasted about an hour of our vacation providing feedback, and b) the fundamental problems with the hotel would persist regardless of which room we were in. We then suggested that if the hotel wanted to make our stay more comfortable, they could perhaps offer a form of compensation, such as a voucher for the restaurant, as we didn’t want to spend more time moving rooms - this suggestion did not go down well. In response, the manager not only dismissed our concerns but also shouted at us, implying (accusing) throughout that we were merely trying to get free things. To our disbelief, they suggested that we should leave the hotel if we were unhappy. The funny part of this accusation is that we had offered two times prior to this to pay for an upgrade. Having stayed in over 500 hotels worldwide from 1* to 5* this is the first time I have been asked to leave simply for raising valid concerns and questioning how the hotel planned to address them. It’s also the first time a hotel manager has nearly reduced me to tears & accused me of lying. In summary, while the hotel boasts beautiful interiors and good pizza it is in desperate need of proper management. If you’re looking for a hotel where building work is ongoing—think walls being painted, unsealed ceilings, loud banging at points throughout the day, maintenance workers invading your privacy in the bathroom, leaking air conditioning, damp walls, rusty kitchen wear, no locks on some doors and management that raises their voice at guests & accuses them of lying gying to get free things then this is the place for you. In about 8 months I think this hotel will be amazing but currently it is not 4* and although the majority of staff are lovely they have to iron out how they address issues, compensation and feedback ASAP.
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