Brynniee
Google
We had high expectations based on your advertised 5-star rating and positive reviews, our experience unfortunately did not align with that standard.||Upon arrival, we encountered immediate confusion. There was no clear signage or staff presence to direct guests from the street-level drop-off point to the hotel lobby. We were left standing at the entrance with our luggage for several minutes before a security guard finally noticed us and instructed us to wait while he ran to fetch someone from the lobby. ||This lack of guidance set an unfortunate tone for the rest of our stay. A simple desk or welcome station at street level, or even improved signage, would have easily resolved this issue and made a far better first impression.||A major frustration during our stay was the handling of our bed configuration request. We had requested a queen bed in the second bedroom during the original booking, followed up with an email the day prior to arrival, and made a final in-person request during our stay. On the second attempt (via email), we were told the beds were fixed in place and could not be changed. However, upon arrival we discovered this was not accurate, the beds were clearly movable.|We again requested to have the beds in the second bedroom either joined or replaced with a queen bed. Initially, we were informed that this could be arranged. However, upon returning from a day out, we were told that combining the beds was “too dangerous.” When we then asked whether a queen bed could be brought in instead, we were told it was “too much work.”|This response was deeply disappointing, especially given that the same request had been communicated clearly at the time of booking, in a follow-up email prior to our arrival, and again during our stay. What should have been a simple and reasonable request and one that could have easily been addressed before check-in. It was ultimately dismissed without a meaningful solution.|As a result, one of our family members felt compelled to pack their belongings and move to another hotel for two nights at their own expense, simply to get a proper night’s rest ahead of a 9+ hour international flight. This situation not only caused unnecessary inconvenience and cost but also reflects a level of service that falls well short of the expectations associated with a 5-star property.||While we commend the beautifully presented lobby, restaurants, and shared grounds, the apartment itself felt quite tired and in need of updating. The bedrooms were in particular need of a fresh coat of paint, and the second bathroom had a door that opened directly onto the air conditioning return units, which felt more like a maintenance area than a guest bathroom. The showerheads were loose and struggled to stay in place, which made basic use inconvenient.||In summary, while certain aspects of the property were visually appealing, the lack of attentiveness to detail, the dismissive handling of a repeated request, and the overall condition of the apartment did not reflect a 5-star standard.
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