4/10 Poor
David
Travelled with partner
2 Jan 2025
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
It was our second stay in this hotel - we came back since we liked the first one this summer during the Summer Olympics, but this time we were overall disappointed. The staff was really unprofessional - it all started during the check-in when we (my partner and I, i.e. 2 travelers) were given a room with a bed for 1 person, on a ground floor, which looked like a basement, and where the bed was also made only for 1 person (no idea what the staff was thinking). When we said that we would like a room we paid for, the staff acted as if we wanted something extra, no initial apology, but after a bit of back and forth, they eventually put us in a room that we paid for. The stay overall went well, the rooms are nice, bedding really comfortable and overall clean. However, the disappointing experience continued during check out when the receptionist (who did not even speak proper English which we would expect in a 4-star hotel) wanted to charge us for additional breakfast packages that we never had she wanted us to pay all the extra fees like city tax etc ignoring that the staff already charged us during check-in. We had to call the manager who spoke English and helped us sort it out, and when asking about the check-in experience we learned that the rooms are sometimes wrongly advertised on the website and that the staff made a mistake. To me though, it seemed to be an attempt to give us this ugly room when the hotel was full during the NY Eve, hoping we would accept. Disappointing!
David
Stayed 2 nights in Dec 2024