2/10 Scadente
8 giugno 2023
Service needs serious improvement
This is not a true 5-star hotel. The price we paid was extremely far beyond the actual standard and quality of the hotel as well as the service received.
Our room had a broken toilet; it did not flush and would just continue running water endlessly. We were expected to deal with having a plumber in our bathroom for 4 hours who, by 11:45pm, still had not fixed the toilet. Our original room started to smell like sewage, we still had not been able to use the bathroom, and we were not able to go to sleep. It was only after hours of unhelpful exchanges that the night manager’s only attempt at offering a solution was moving us to a significantly smaller room that was downstairs and out in the garden. He also falsely repeated multiple times before that there were no other rooms available. We eventually had to pack up and move all of our suitcases at midnight. This room was nothing like the one we booked and zero compensation was provided. Standard customer service, let alone a “5-star hotel” should be going above and beyond to make up for such an inconvenient problem. We are talking about a hefty 750€ per night per room here, and they offered nothing. All they said was “Sorry, even with our regular maintenance these things can happen.” Ultimately, the rest of the stay was negatively impacted by this and we can only rightfully be upset that we spent an exorbitant amount of money on what was supposed to be a luxurious and relaxing stay which turned into nothing but unenjoyable.
Viaggiatore verificato
Vacanza in famiglia di 2 notti
Recensione degli ospiti Hotels.com verificata
