Guest User
January 3, 2026
The hotel itself is beautiful, and there are positives worth mentioning. The food quality is very good - you can tell the kitchen takes pride in its work. Unfortunately, this is repeatedly undermined by service issues that are difficult to overlook at this price point. At breakfast, service was slow and disorganized. Coffee and juice regularly took 20+ minutes to arrive, and our orders were almost never fully correct - items were forgotten or wrong. While the food itself was good, there was no explanation of what was included in the breakfast offering (for example, that only poached and boiled eggs are included). There was no menu outlining alternatives, and waitstaff did not proactively explain options. For a hotel of this caliber, breakfast service felt poorly managed. We stayed over New Year’s and were asked in advance about food preferences. We clearly communicated that we did not eat seafood, and this was noted by the front desk. However, at the New Year’s dinner, the waitstaff were unaware of this, and we had to repeat ourselves again. Service at the lobby bar was similarly frustrating. On multiple occasions, we struggled to get anyone’s attention. One evening, after waiting 40 minutes without being approached, I had to go to the bar myself to ask for service. The drinks then took another long wait to arrive, one of them was incorrect, and for the following hour no one checked on us again. The spa is beautifully designed, but the experience was once again let down by service. On our first visit, no one explained the facilities or showed us around - only that phones were not allowed. Later, when asking for directions to the gym, we were given vague instructions, could not find it, returned to ask again, and were simply given the same instructions without assistance. This lack of guidance felt inconsistent with the hotel’s positioning. After several days of these issues - and additional long waits just to receive the bill - I decided to shorten our stay by one night. My feedback was passed to management, but the only response was an offer of a glass of champagne, and no refund for the unused night. While I understand this was after checkout, what was most disappointing was that no manager came to speak with us directly or to understand why guests would rather leave early and forfeit a night than continue their stay. Saying that “the hotel is full” is not an acceptable explanation. Capacity management is the hotel’s responsibility, not the guest’s. At this price level, the service simply does not match what is being charged.
