I recently stayed at this hotel and unfortunately found the service and overall experience below expectations for a property that markets itself as a luxury hotel.
Check-in was not particularly friendly, and as a Gold member with Hotels.com/Expedia, I was supposed to receive a welcome bottle of sparkling wine — which was neither offered nor acknowledged until I inquired. Even then, the staff did not seem aware or interested in recognizing Gold member benefits so we did not get anything.
The room itself was decent and relatively clean, but the location was odd — facing a small courtyard with a direct view of the entrance, which compromised privacy. Basic amenities such as slippers and a luggage holder were missing and had to be requested, with some delay in delivery.
During our stay, it rained heavily, and we were told there were umbrellas in our room — there weren’t. When we asked for replacements, staff refused to provide any, leaving us to go out without cover. Housekeeping also overlooked simple details such as replacing used shower caps and replenishing tissues.
Breakfast offered a good spread, but again, service was lacking. The breakfast host was curt and abrupt, which left a poor impression to start the day.
Overall, while the property itself has potential, the lack of attentiveness and service orientation made the stay disappointing. For a hotel positioning itself as a high-end experience, there’s significant room for improvement in guest care and staff training.