"Overall, we had high hopes for this hotel due to its price and while there were some excellent aspects, unfortunately the service let it down. The hotel itself is very modern, clean and in a decent enough location next to the tram, but unfortunately the service and manners of the staff let it down.
The room we received was spacious, stylish and very comfortable with excellent air conditioning. The bed was large and incredibly comfy, making for a great night's sleep. The pool area was also excellent, with the added bonus of staying open until midnight, and the hotel is located right beside the tram, making it very convenient for getting around. Another nice touch was that hotel guests have their own key-access area on the rooftop, meaning it isn't overcrowded with people just visiting the rooftop bar.
Unfortunately, there were several disappointing aspects to our stay. We booked an extended stay and paid €1,200 for 8 nights, yet our room was only cleaned once during our entire stay. When we questioned this, the staff reacted as though we were making an unreasonable request, despite expecting basic housekeeping throughout a stay of that length. What made this even more frustrating was that it wasn't made clear on the website we booked through that ‘extended stay’ bookings only included one cleaning per week. If this had been clearly stated before booking, we honestly wouldn't have chosen this hotel. We feel that having a room cleaned only once during an 8-night stay is unhygienic and considering we were paying more for a longer stay, we expected to be entitled to more than a single clean. For future guests, this policy should be made much clearer at the time of booking to avoid disappointment.
When our room was finally cleaned, it appeared very little had actually been done. The bed was made, but the curtains remained closed, rubbish was left in the roomand there were still marks and dirt on the floor.
Trying to contact reception was also frustrating, as the room phone was never answered when we called to request fresh towels. Instead, we had to go downstairs and queue at reception every time we needed anything.
The rooftop bar was another disappointment. The ordering system is very inefficient, you have to queue once to place and pay for your order, then queue again at another bar to collect it. As the evening got busier, we were waiting around 20–30 minutes just for drinks. The bar staff also came across as rude and inattentive, often making it seem like serving customers was an inconvenience. One bartender in particular, was in the middle of asking a girl for her Instagram whilst taking our order, resulting in him forgetting what was on the docket we gave to him! This I found was very unprofessional.
We also ordered lunch on the rooftop and waited around 30 minutes for it. Despite asking twice about our food, we watched several guests who ordered after us receive their meals first.
Finally, at checkout there wasn't even a simple "How was your stay?". Every other hotel we've stayed in has taken the time to ask for feedback, but here it felt like they couldn't be bothered.
It's a real shame because the hotel has so much going for it, the modern rooms, fantastic pool and excellent location. Based on those alone, I would happily recommend it. However, the poor service, lack of housekeeping and disappointing level of service throughout our stay has made us not want to recommend this hotel."
