Thomas Lim
Google
We stayed at this hotel in August and unfortunately had a disappointing experience on multiple fronts. While the location was close to town, there were significant issues with both the property and service.
Location & Noise: The hotel is located directly above a railway line, which is not evident from the promotional photos. This made the stay quite noisy and unsuitable for proper rest, especially disappointing given the premium price we paid.
Customer Service: The blonde lady at reception was unwelcoming and unhelpful throughout our stay. From check-in, we encountered a cold and dismissive attitude from the front desk staff who seemed more focused on creating obstacles than assisting guests. Simple requests like asking for extra towels or basic cutlery became unnecessarily difficult interactions. When I asked for a spoon and fork to eat my meal, the staff member told me she had already given my friend cutlery - completely missing the point that I needed my own set to eat my own food. This type of unhelpful, illogical response characterized most of our interactions with the front desk. She might have also been slightly racist as I felt discriminatory treatment compared to other white Italian guests.
What's particularly concerning is how management responds to feedback. Looking at other reviews, I noticed the hotel's replies to one-star reviews are defensive and dismissive rather than constructive, with responses that seem to mock guests rather than address their legitimate concerns. E.g. "we're happy to have given her (reviewer) a dopamine rush by writing this review completely out of the chorus" on Tripadvisor.
For the price point, guests should expect accurate property descriptions, a peaceful environment, and warm professional service. Unfortunately, this hotel falls short on all counts.