"This is a very well-located hotel with, al least in our experience, too many flaws of staff efficiency. This, which are not solved but worsed with the trite answers like that “guest satisfaction is our highest priority” or similar.
It’s unfair to generalize with so many people working there, but from the reservation, paying 100% 30 days before check-in, to checkout, some of the staff showed a lack of professionalism hard to justify when paying around €400 per night (plus tourist tax).
First example: we had to exchange several emails with the reception team to clarify which reservation we had paid for, when the previous ones (at a higher price) had been cancelled. A simple look to the reservation’s number seemed to be too much effort for them.
Somethimg similar happened with our failed attempt to have dinner at their restaurant, The Roof. After receiving an initial answer to our mail assuring us that they will accommodate our requested time, but that they did not accept reservations more than a week in advance, the next thing we know after our second attempt was a delay of almost a week in responding with a brief text just with their two dinner shifts: 7:30 p.m. and 9:30 p.m. Obviously, we looked for another place. A quite good one, by the way, in an other hotel nearby.
But the most surprising “experience” was house keeping service. This one, we all only notice when it fails, as on this occasion. There was just an exception when something wasn't missing after cleaning. One day it was some towels, another toilet paper, another day the camomile bag we have used (maybe only the first one was free, which would be even worse), and so on.
Add to all the above, design flaws (such as no hook in the bathroom to hang a toiletries bag or a safe almost at floor level. Or water taps that are as beautiful as difficult to turn off with wet hands. Or inconvenientes like the noise of the trams from 5:00 a.m. (Being true that there are rooms faced to an unattractive courtyard)."
