"• Room cleanliness: glasses and cups poorly washed and left randomly instead of being properly arranged. For 4 guests, we received only 4 coffee capsules per day; we had to call every single time to ask for more. Overall room order was lacking, despite leaving daily tips for housekeeping — with no visible effect.
• Bathroom: toiletries (shower gel, shampoo, etc.) are completely no-name, with no recognizable brand, which is hard to accept at this level (e.g., L’Occitane, Acqua di Parma, Molton Brown). Basic 5-star amenities are missing: cotton buds, shower cap, and other standard bathroom accessories that are normally provided automatically.
• Room service: orders arrive consistently late and almost never complete. Items are frequently missing, requiring multiple trips for a single order — exhausting and unprofessional.
• Restaurants: theoretically there are 4; in reality, only one à la carte restaurant is consistently open in the evenings. Occasionally, a tasting-menu restaurant operates, which was useless for us since two people in our group have dietary restrictions. The variety is more declarative than real.
• Restaurant / dinner experience:
• We ordered a bone-in beef steak and were served a boneless cut; when we pointed this out, the initial reaction was to contradict me, suggesting I had ordered incorrectly.
• My husband, whose ovo-lacto-vegetarian diet was clearly communicated by email, received soup without cheese; we were then incorrectly told that he was lactose intolerant. This was completely false, and by the penultimate day of our stay, this preference should have been well known.
• The vegetarian main course ordered for dinner was simply forgotten.
• Dishes were not served simultaneously to everyone at the table.
• The bill contained serious errors: an extra bottle of wine was added, as well as a dish we never ordered and explicitly refused.
• Staff attitude after these incidents: following the entire episode (incorrect steak, forgotten vegetarian dish, chaotic service, and billing errors), the staff effectively started ignoring us. We had to pour our own water and wine. A blonde lady whom I assume was a manager was constantly walking around the dining room, yet never once approached us to apologize or take responsibility for the multiple mistakes. Zero accountability, zero interest.
• Breakfast: chaotic organization. Coffee is forgotten or arrives very late; sometimes it does not arrive at all. Eggs ordered arrive after you have already finished eating. Apologies are constant, but when apologies become routine, they are simply irritating. There are no clear labels for dishes (vegan, vegetarian, gluten-free). The selection is poor in vegetables and greens. There is no à la carte breakfast menu, neither physical nor digital.
• SPA – couple’s massage: the massage room was cold, foot towels were cold (they should normally be hot), and we felt cold throughout the entire session. The massage was inconsistent and superficial — unfocused in some areas and almost nonexistent in others, such as legs, arms, neck, and head.
• SPA – pedicure: performed dry, on a massage table, without a proper pedicure chair. Entirely inappropriate for a spa that claims premium standards.
• Conclusion: I could write a novel about all the situations where the staff got confused, forgot things, or treated everything superficially. The issue is not an isolated incident, but a clear pattern of disorganization, lack of attention, and zero genuine interest in the guest — in who you are and what your needs are.
The difference compared to truly premium hotel chains (e.g., Shangri-La) is obvious and can be felt from miles away.
Not recommended for those who truly understand what real luxury hotel standards mean."
