Rémi P.
Google
After an overnight Emirates flight, we arrived at the hotel around 10:00 a.m. Despite holding Gold status in the ALL – Accor Live Limitless loyalty program, this status was neither acknowledged nor taken into consideration at check-in.
No room was available upon arrival, even though we were traveling with a 4-month-old baby after a night flight. While we understand that early check-in cannot always be guaranteed, some flexibility or alternative solutions would have been appreciated given the circumstances.
While waiting for a room, we asked where we could feed our baby, who is exclusively breastfed. We were informed that there was no dedicated space for this purpose and were directed to sit in a public lounge in the lobby. For a five-star property, we found it surprising that no private or suitable space could be offered. Additionally, even if the room was not ready, providing access to a room to freshen up or shower would have been a welcome gesture—something we have experienced many times in other luxury hotels.
A baby cot had been requested at the time of booking, yet it was not present in the room upon arrival.
Furthermore, my birthday took place on December 23. There was no acknowledgment or gesture from the hotel, which was disappointing, especially as we have received birthday attentions in many hotels of a lower category, such as a simple cake or a spa voucher.
At check-out, we took the time to explain these issues to the staff member assisting us. Unfortunately, we felt that our concerns were not listened to, as the focus appeared to be solely on settling the bill, with no apology, explanation, or commercial gesture proposed.
To summarize, while the hotel is well located and the restaurants—although expensive—offer good quality, the property is extremely noisy, offers little attention to occasional or family travelers, and the check-in and check-out experience is clearly in need of improvement.