Vasko Petrov
Google
I recently stayed at this hotel and was extremely dissatisfied with our experience. It's hard to believe that this place is rated 5-stars given the significant lack of professionalism and organization.
1. Heating Problem in Our Room
On our first night, we felt cold but thought it might just be the change in climate. However, the real issue became evident when we returned from an event on the second day to find our room freezing, with the temperature only at 19°C despite setting the thermostat. After waiting over two hours with no resolution after reporting the problem to reception, we were told the staff member who could help had an emergency. Not only was this shocking, but it was also unacceptable that we weren’t informed about the delay or given the option to move rooms in a timely manner. Finally, the heating was fixed on our third day, which is simply not acceptable.
2. Confusion with Airport Transfer
We arranged for an early airport transfer through reception, and while the taxi arrived on time, the ordeal that followed was ridiculous. Upon arriving at the airport, the driver claimed the hotel would cover the fare. I received a message hours later insisting I needed to pay 70 euros because of a misunderstanding. This is absurd! I had not ordered the taxi and shouldn’t be held responsible for the driver’s assumptions. I even requested proof of the fare, yet the staff demanded payment before I could see a receipt. Although I eventually paid just to settle the matter, this entire situation was handled poorly and should never have happened.
Overall, I expected far more from a hotel of this caliber. I hope they take steps to improve their service and accountability in the future. My advice? Look elsewhere for your stay.