Unfortunately, this was one of the worst hotel experiences I've had.
The room did not meet the standard expected of a five-star hotel. We repeatedly received bed linen with visible stains, the room had dust, rust and areas that were clearly not cleaned despite multiple requests, and housekeeping was inconsistent throughout our stay.
The biggest issue was the water. There was no cold water available, and the shower became so hot that it was impossible to use comfortably. The hotel's engineer explained that this was due to the building's water system and that changing rooms would not solve the problem because the same issue affected the hotel generally.
Another disappointment was the pool. It was regularly occupied by large groups of children attending organised lessons, making it very difficult for hotel guests to use. After these sessions, the pool was often left overcrowded and noticeably less clean. This was never mentioned when booking the hotel.
What disappointed us even more was how our complaint was handled. After requesting compensation for the poor experience, the hotel said they can try to do it but later provided Trip.com with a response that contained several inaccurate statements about what was discussed during our stay, including comments we never made and explanations that contradicted what the hotel's own staff told us in person.
We had hoped for a fair resolution, but instead we were left extremely disappointed by both the hotel standards and the way our complaint was handled. The rudeness from their staff is unimaginable. Unfortunately, this experience did not reflect the level of service or quality expected from a five-star Marriott property.
