"The hotel has strong potential and certain aspects of the stay were enjoyable. However, my second experience did not fully meet the standards expected of a 5-star property.
A key concern was the attitude of some staff members. At times, reasonable requests and package inclusions were handled as though they were favors rather than services already paid for. In a premium hospitality environment, guests should feel welcomed and professionally accommodated when requesting entitled services.
I also experienced difficulties with a simple water request, which despite follow-up, was never delivered. This reflected a lack of responsiveness and service ownership.
More significantly, there was no internet access on both Saturday and Sunday. As I was travelling for business, this made it impossible to complete work commitments and had a direct impact on productivity. Reliable internet access is a basic expectation for business travellers, particularly at a 5-star hotel.
The property itself has positive qualities, but the guest experience would benefit greatly from improved customer service consistency, proactive communication, and stronger attention to guest needs during service disruptions."