"We stayed in this hotel, or should I say hostel, thinking it was going to be an amazing experience. Since minute 1 we had issues with the checking staff because we had 2 reservations, it seems it was like rocket science to understand that and give us the key, entering the room we found the floor was dirty with hair, dust and of course not vacuumed, following day, we tried to use the jacuzzi on our penthouse suite, also to discover long long hair from what we suspect was from previous guests, meaning the jacuzzi’s aren’t well maintained, very disappointing. We requested to service the jacuzzi, following day we come back from our tour to find out again nothing has been done and jacuzzi still dirty, housekeeping never did the room and so on, came down to talk this and all we got was attitude and unwillingness to solve this issue, not offering solutions or options, this is the most expensive room, called penthouse suite, however we expected to be dealt with care, detail and consideration since this is the most exclusive room they have.
Following day after liaising with the hotel staff and the manager, finally acknowledged our suspicions that, in fact the jacuzzi wasn’t serviced in turn he offered us a compensation which we found a low ball since he stated in a mocking way that our claims were not legitimate, hence he never ordered the engineer the time he was in our room while we were not in the room tour, to clean the water.
Solution to this issue, guest hair balls and mold, was simply to pour more water into a jacuzzi.
This is not proper customer service, nor health protocols which hotels are supposed to follow.
Regards to the rest of the hotel staff is quite evident their lack of training when it comes to hospitality, problem solving, option management.
This left extremely unprofessional image of the staff/management on how they deal with their customers versus the product that is claimed to be delivered."
