"Our stay at this hotel was memorable for all the wrong reasons, almost entirely because of Ana at reception. Her attitude, lack of initiative, and unwillingness to help were astonishing. She came across as cold, dismissive, and completely out of her depth — the exact opposite of what you expect at a 5-star property.
From the moment we arrived, she made no effort to make us feel welcome. We asked for local recommendations, and her response was, “I’m sorry, I can’t help you with that.” No offer to check, no attempt to find out, no warmth or curiosity — just indifference. It felt like she wanted us to go away rather than enjoy our stay.
Later, we asked whether the hotel’s advertised yoga session would be suitable for my pregnant wife. Any competent receptionist would have called the instructor or at least tried to find out. Ana simply said, “I don’t know.” No follow-up, no initiative, just another dead end. For a 5-star hotel, that level of apathy is unacceptable. Only calling when prompted by us.
Breakfast was equally disappointing. Portions were tiny, there was no buffet, and when we politely asked for a simple salad — just some leaves and tomatoes — we were told, “Sorry, it’s not on the menu.” I’ve stayed in luxury hotels around the world, including Ritz, Four Seasons, and Kempinski, and I have never been refused such a basic request. The rigidity and lack of service mindset were unbelievable.
Things got worse when Ana told us that, because of the marathon, our pickup point would be an 11-minute walk away. My wife is pregnant, and we had luggage — surely a simple reason to show empathy or find an alternative. Instead, Ana shrugged and insisted there was nothing she could do.
Thankfully, Meriem stepped in and completely turned things around. She immediately offered to arrange for the bellboy to escort us, allowed us to have breakfast at a partner hotel, and even gave us thoughtful local recommendations. She was proactive, kind, and genuinely cared about making our stay better. Meriem is everything a 5-star receptionist should be.
Shockingly, Ana later told us that Meriem had “made a mistake” and that we’d have to go alone after all. When we asked her to double-check, she reluctantly admitted she was wrong — again, with zero apology or accountability. It summed up her entire attitude: defensive, uninterested, and unhelpful.
In all our years of travel, Ana is by far the least competent and least customer-focused front-desk employee we’ve encountered. She made every simple question feel like an inconvenience and every request feel like an imposition. For someone representing a 5-star brand, her behaviour was appalling.
If it weren’t for Meriem, we would have checked out early. She treated us with warmth, professionalism, and genuine hospitality — the only reason we would ever consider returning.
Ana, on the other hand, needs serious retraining or a change of role entirely. Her attitude drags down what could otherwise be an excellent hotel. A single team member should never be able to make a luxury guest experience feel this disappointing — but she did."
