Amanda P.
Yelp
We had a 5 star experience at this hotel, though not without issue. Our room was amazing - bed comfy, jacuzzi tub that was far more jacuzzi than tub, and wonderful canal views. The decor is trendy, lush, and over the top without being too much. And above all, the service. The bar is wonderfully cozy with a decent selection of drinks. Breakfast is a varied selection of continental and full breakfast items, with a good offering of fresh fruit.
We arrived to a very sweet note and small welcome gift from the Toren to celebrate our upcoming anniversary. Everything was neat and orderly until the next morning. Long story short, we found broken glass on our floor. Initial attempts to clean it up missed a few small shards, and I ended up with a very small piece in my foot. No lasting damage, but a bit of a crinkle in our morning plans.
However, despite the issues with the glass, we would still gladly give this establishment 5 stars. Their professionalism in handling the situation never left us feeling cheated. We were satisfied with everything they did to address the situation, from enhancing our own stay to talking with staff on how to prevent this situation again, to following up with (another) profuse apology after our departure. We feel confident that our problem was an isolated incident and not something other guests should be concerned about when considering whether to book here or not.
Sometimes issues arise at hotels. It's part of the business. It's how a hotel addresses those issues that makes a difference. In this case, it meant that even after we had a problem, we still left enjoying our stay, willing to come back, and more than willing to refer others.