Disappointing stay. Not the 5-star experience we expected.
Check-in is 3pm, but our room wasn’t ready until after 3:30pm. I spoke to another guest who told me their room wasn’t ready until after 5pm. The hotel was significantly understaffed and struggled to cope when operating at full capacity.
I booked a room advertised having a ‘City View’, however the view consisted of the roof of the hotel lobby atrium and a hotel wall. I don’t believe this reasonably matches the description of a city view (see photos). The Hotel said this was a city view and there were no other rooms to move us to.
The pool area was disappointing. With approximately 60 sun loungers for a hotel with more than 300 rooms, you needed to reserve lounges from around 7am. If you arrived later, there was little chance of finding a lounge and relaxing by the pool.
We waited more than 30 mins for two drinks to be delivered to our pool loungers, and the front desk had run out of local maps for guests.
Only one elevator was operating during our entire stay, which resulted in delays getting to and from rooms.
Even the complimentary welcome popsicle wasn’t offered at check-in. I had to ask for it after we checked in.
While the staff were polite and friendly, they appeared to be doing their best under difficult circumstances. The issues appeared to stem more from staffing levels.
Overall, the hotel left a terrible impression and was not a relaxing resort experience.
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