4/10 - Kém
Esmel Nadia Chrystie
Đi theo nhóm
14/03/2026
Không thích: Tiện nghi, dịch vụ
Unfortunately, my stay did not meet the standards I would expect from a five-star hotel.
I paid to privatise the spa/pool at 12:00 for 45 minutes, which is already a short slot. When we arrived, no staff were present and the area was not prepared. I had to call reception, staff arrived late and only began setting up once we were there. The pool was not heated and we ended up getting only about 30 minutes of use. No apology was offered, which made the experience feel like a waste of money. There was also confusion about the price (I was initially told €100, then €150 on arrival).
The room also lacked basic amenities: bathroom items had to be requested individually, the bathrobe was damaged, and the USB charging port was not working.
Checkout was handled poorly. Because the spa appointment started late due to staff delays, our schedule was already impacted. Despite having a late checkout until 13:00, I received a phone call and a WhatsApp message shortly after warning that €100 per hour would be charged if we did not leave immediately, which felt unnecessarily pressuring.
Additionally, the €150 security deposit remained blocked on my card for 30 days after checkout and required several follow-ups with both the hotel and my bank.
On a positive note, the luggage attendant was very welcoming and helpful.
Overall, the service and organisation did not reflect five-star standards.
Esmel Nadia Chrystie
Lưu trú 1 đêm vào Tháng 2, 2026