Probably the worst 5-star I have ever stayed at.
First time staying at this property, we arrived early to do paperwork and were told to return later to collect our keys. Arrived 2 hours after check-in time and had to wait for 3 hours to get our keys. Some had been waiting up to 4-5 hours!!!
Bed was wet because linen had not even dried from the laundry.
Floor was literally wet, as cleaner was leaving as we got in. Also, even after drying, floor was sticky and gross.
No towels provided.
AC not working.
Pool so crowded - you couldn't even stand!
Every lift, room, hallway smelled dank and damp.
Valet available, but they tell you to park yourselves.
Butler available, but they tell you to take your own luggage up.
No refund offered. No compensation. No late check-out.
Staff later advised that the hotel had made redundancies during the ongoing conflict, so could never have met the demand during a long weekend.
It was a long weekend, so I decided to give them the benefit of the doubt and returned a second time, only to be just as disappointed with the service.
Ron (Guest Services Manager) tried her best to compensate us on a future stay with room upgrade and half board, but unfortunately everything else just didn't align.
Hotel still smelled like crap.
Took maintenance over 50 minutes to come to our room because both TVs wouldn't work and after they left, streaming service still didn't work.
Duty managers are completely helpless too, as they are limited by the resources available to them.
Bathroom - bathtub was so gross. Tiles are all cracked and patched.
The escalator at the grand entrance has been out of service for over 3 months now - that should tell you everything you need to know about the future of this hotel.
