"AVOID THIS HOTEL – ABSOLUTELY NOT 5-STAR SERVICE!
Rating: 0/5 – One of the worst hotel experiences I have ever had.
I genuinely cannot understand how this hotel can advertise itself as a five-star establishment. From the moment we arrived until the moment we left, the experience was an absolute disaster. Between misleading information, unacceptable room conditions, rude staff and unexpected charges, the level of service was nowhere near what you would expect from a hotel claiming to be five-star.
Parking – Misleading information and additional charges
When I arrived, I had already paid for parking. I approached reception and specifically asked whether the hotel had parking available. A male receptionist told me, “Park in our car park, I’ll give you a pass and it’s free.”
Naturally, I trusted what I was told by a member of hotel staff.
However, when checking out, I was suddenly presented with additional charges, including parking that I had been explicitly told was free.
When I explained this to the female receptionist, the same male employee who had originally promised me free parking overheard the conversation and conveniently disappeared into the back room rather than addressing the situation.
Room conditions – Completely unacceptable
The shower in my room had ice-cold water. For a hotel advertising itself as five-star, not even being able to provide a properly functioning hot shower is disgraceful.
Unfortunately, my friend’s experience was even worse.
My friend, who has a disability, was staying in Room 404. His air-conditioning system was not working, and when he returned to his room, he discovered water leaking from the ceiling.
This was completely unacceptable and potentially dangerous.
The hotel eventually upgraded his room, which was the absolute minimum they should have done given the circumstances. However, the way staff spoke to him during this ordeal was extremely rude and disrespectful.
A guest with a disability should be treated with dignity, understanding and respect, not made to feel like an inconvenience when reporting serious problems with their accommodation.
Checkout – €115 in unexpected charges
As if the experience wasn’t bad enough, I was presented with a further bill of approximately €115 when checking out.
This included:
* Parking, despite being explicitly told it was free.
* A can from the minibar.
* Breakfast that I NEVER ordered or ate.
I was staying alone in my room, yet two breakfasts were delivered without my requesting them. I did not eat a single item from either breakfast, but the hotel still charged me.
How can a five-star hotel justify charging guests for food they never ordered or consumed?
Another €60 for late checkout
Our flight wasn’t until later that evening, so we asked whether a late checkout would be possible.
Considering the numerous problems we had experienced, including the leaking ceiling, broken air conditioning, cold shower and billing issues, we thought the hotel might offer this as a small gesture of goodwill.
Instead, we were charged another €60.
There was absolutely no attempt to acknowledge the inconvenience or provide any meaningful customer service.
When we raised our concerns with the female receptionist, we were simply told to email reservations.
Parking nightmare continued – Asked to pay AGAIN
Even after paying the hotel’s parking charge at checkout, the problems continued.
When we attempted to leave the car park, the attendant refused to let us exit without paying him again.
I contacted the hotel, expecting them to resolve the situation, only to be told by the female receptionist that it was “nothing to do with us” and that I would have to pay the parking attendant directly.
This was beyond frustrating. We were originally promised free parking, subsequently charged for parking by the hotel, and then asked to pay yet again just to leave.
Photographic and video evidence
I have video evidence of the water leaking from the ceiling in Room 404, which I intend to attach to this review where possible.
Final verdict – Avoid this hotel!
I have stayed in numerous hotels, and I can confidently say this experience fell drastically below the standards expected of a five-star establishment.
What disappointed me most wasn’t just the maintenance problems or unexpected charges. It was the complete lack of accountability, professionalism and genuine concern from the staff.
Mistakes and maintenance issues can happen in any hotel, but it is how management and staff handle those situations that defines the quality of service.
In this case, the response was appalling.
I am requesting a full explanation and reimbursement of the unjustified charges, particularly the parking and breakfasts I was told were free or never ordered.
I would strongly advise anyone considering staying here to think twice. The five-star rating certainly wasn’t reflected in the accommodation, staff attitude or customer service we experienced.
Extremely disappointing. I would not recommend this hotel and certainly would not return."
