Tiara B.
Google
You know what a sunken mattress is, right? Unfortunately, this hotel clearly does not — or refuses to admit it. Even after checking twice and after I insisted, they kept claiming the mattress was not sunken, only “soft.” Anyone with basic sense can tell the difference between healthy firmness and a damaged mattress. If a bed causes back pain, that already says everything.
I requested the mattress and room to be checked since 10:00 AM, yet nothing was properly handled all day. When I asked to change rooms, I was told there was no availability and that I had to wait. Strangely, after repeatedly pushing, I was finally moved at 11:00 PM. Suddenly, a room became available — the only difference was that it had a king bed. So much for being “fully booked.”
Unfortunately, the replacement room was no improvement at all. The hot water kept turning on and off, and the toilet was leaking. These are basic facilities that should never be an issue in a so-called 5-star hotel. Having to complain repeatedly about such fundamental problems was beyond exhausting. At some point, it felt pointless to keep raising issues when the staff clearly could not do their job properly.
The front desk staff were impolite, dismissive, and unprofessional when handling complaints. Problems were not properly checked or taken seriously. Sadly, the housekeeping team showed the exact same level of carelessness. Overall, the lack of professionalism was consistent from the front desk to housekeeping.
To make matters worse, there was an item left behind by the previous guest in the room. The staff denied it several times, insisting that nothing was there. Only after pushing again did someone finally return the item, casually saying they thought it was trash and already threw it away because she said the housekeeping found in trashbin. This is unacceptable, especially since the item was sealed and clearly brand new.
The most frustrating response I received throughout this ordeal was: “I will inform you if I don’t forget.” That sentence alone sums up the attitude and service level here. Unless you pressure them repeatedly, they simply do not take action.
This experience falls far below any 5-star standard.