"Overall - disappointing despite excellent location and some lovely, hard-working staff. Special call out to Neul on reception. So a mixed assessment.
The following is a more detailed breakdown of concerns.
a) We were initially allocated room 962. Unfortunately, it was very smelly and unbearable. Even the luggage guys gagged a little. He said it was probably salmon left in the fridge. I thought it was the AC filter.
We had no choice other than a room change. Neul on reception responded very quickly to these concerns. She is certainly an excellent ambassador for the hotel. She made us feel understood.
b) Moved to room 562 -
Unfortunately, however, this room had twin beds, not an extra-large double bed as we had chosen via Booking.com for a higher premium price point.
Moreover (yes, there’s more)
A narrow entrance into the bathroom led to an injury. I accidentally hit my arm on the door handle. Be careful. Also, the bath-shower combo is not friendly for those less steady on their feet.
Two electric sockets not working.
Wardrobe probably designed by men. Space not suitable (excuse pun) for women’s longer dresses, which my wife did not appreciate.
Eventually, one day later and after a three-hour wait and several calls later, we were finally relocated to another room on the earplug-necessary first floor. Isabella on the front desk was very professional and sensitive. Unfortunately, the male counterparts appear to see their role as “defending the barricades” and that any changes were to be avoided at all costs, and that this was a personal attack or affront. They need to be reminded of who pays the bills. Admittedly, the hotel was 💯 occupied. Never a good sign from the customer perspective. From my experience, anything above 80-90 per cent can be problematic.
c) finally . The pool is a lot smaller in real life. Probably four or five strokes in length at best . Also, my wife expressed significant concern about the chlorine level first thing in the morning (09:00 hrs). Also, why is the swimming pool not open until 9 am ? In most hotels, it is 7 am , which enables guests to swim before breakfast or their day’s activities.
So the question is: would I stay there again? Well, I’m not sure . But maybe the location trumps all concerns and the delightful Neul . Well, she saved the day . The score could have easily been one ⭐️"
