Nico de Klerk
Google
While this hotel boasts exceptional staff and service that would normally warrant high praise, our entire experience was completely overshadowed by one fundamental failure that made our stay utterly disappointing.
The staff were indeed outstanding - their attention to detail and customer service was remarkable. The breakfast service was equally impressive with attentive waiters and quality food. Our room was clean with good entertainment options, though a damaged blackout curtain disrupted our sleep by letting in unwanted morning light.
However, all of these positive elements became meaningless due to the hotel’s shocking inability to provide basic sleeping comfort. The bed was rock hard, and instead of proper bedding, guests are expected to sleep under scratchy wool blankets with only sheets - no duvets whatsoever. This is absolutely unacceptable for any hotel, regardless of rating.
After one miserable night, I made multiple requests to reception for a mattress topper and duvet - basic amenities any reasonable guest would expect. Despite repeated promises from the front desk, housekeeping claimed they simply don’t stock these items. When they finally responded to our urgent requests, they brought another useless itchy blanket instead of addressing our legitimate needs.
The fact that this hotel cannot provide something as fundamental as a duvet is unforgivable. No amount of excellent service can compensate for sleepless nights on an uncomfortable bed with inadequate bedding. What should have been a perfect stay was completely ruined by this inexcusable oversight in basic guest comfort.
1-2 stars - Cannot recommend until they address this fundamental accommodation failure.
