Positive Remarks: Breakfast quality. It ends here unfortunately.
Negative Remarks:
1-Check-In; Longest check-in ever, staff took 15min to check us in, with an uncomfortable silence during all this time. At the end he proceeded with explaining where the Breakfast was and it's schedule, without apologises for the time taken.
2-Room; we were assigned to a room on the 6th floor, but the condition of the room was quite old, with the infamous toilet seat with brown gunk stain (that many reviewers already posted), dented and crooked furniture. With the air conditioner on, the room accumulates a large amount of dust.
3-Amenities and Facilities; No bathrobe were available as indicated on booking site. Information near the lifts that swimming pool was closed throughout our stay
4-Hospitality; clearly lack of training regarding basic hospitality. At the breakfast venue, there was a sign "Please wait to be seated". Following the indication we waited a couple of minutes for a staff member. When someone appeared at the room he stared at us without saying a word, then disappeared.
5-Check Out; Disastrous experience. Prior to our arrival we amended our booking to include breakfast for two guests during two days. Everything was prepaid and confirmed on trip.com. During check out, they attempted to charge us 59.80 Eur regarding the breakfast for the last day. We informed the staff that we had breakfast included. The staff turned to his co-worker and asked in French about the situation. Her reply was "C'est un truc...". For guest whose primary language is not French, it sounded like she was saying that we were trying to scam the hotel. After showing her the receipt that clearly says "Breakfast for 2 guests per room", she replied "Oh i don't know", then reads "To add breakfast, please contact hotel" it means you don't have breakfast included. Showing her again the line "Breakfast for 2 guests per room", she turns to the Price detail section, "Oh with that price that you paid its impossible to include breakfast, and it says city tax only". Still adamant to believe, after insisting for a 3rd time that we had breakfast included, she said that she will e-mail trip.com to confirm the situation. When we return to pick up our luggage 5h later, she apologised for the situation and that we indeed have breakfast included. One thing that doesn’t make sense, is why the hotel was trying to charge us breakfast for one day, while we had breakfast for two days.
6-Overall; Staff need to be trained on how to be hospitable and welcoming. On many occasion we saw members of staff chit chatting with each other and laughing with each other. Clearly there is lack of teamwork or individual effort to excel. Our unfortunate episode during check-out could be totally avoided if someone did their work properly, 24h is more than enough to manually amend the information in your system. Also, many reviewers on other platforms complain about the hotel not releasing the Deposit blocked on their credit cards, some of them even calling it a loss due to lack of response from the hotel to their e-mails. Fortunately it was not our case, since no deposit was requested (but we did prepared cash to avoid this common headache). Overall, after travelling in +40 countries, this was one of the least welcoming/hospitable places/country.
