Multiple guests report serious service breakdowns including rooms not being cleaned for days, rude staff threatening guests, and basic amenities not working. The management appears unable to maintain consistent standards despite charging premium rates.
🚩 Red Flags
“I saw multiple dead insects behind the curtains along with a large live moth, which made it clear the room had not been properly prepared”
“There was pubic hair left in showers and toilets on the first day”
“The pool was closed. Went to the pool and there was a sign saying pool closed for maintenance. Guests should be notified of pool closure upon check-in”
“Our only problem was the pool was shut for 5 days unfortunately just on the days we had booked”
“The heated swimming pool wasn't heated so unusable and then they closed it for our stay. It was the only reason we choose here with 2 young kids”
“the tub jets in my room 2902 and my dad's room 2928 didn't work”
“Hot tub jets didn't work”
“The jets in the bathtub did not work”
“To this day, two days after departure, the deposit has not been returned”
“they double charged my card for the security deposit and never returned it. this was 8 days ago, money still hasn't been returned”
“I have been asking for a deposit refund for two months”
“there is a train that goes by several times at night and you can hear it from a high floor”
“Very noisy with the train passing”
“But the worst is that it is a few meters from the railway line, and although we were on the 49th floor, the train passage was felt very strongly, even the low tones transmitted by the building structure were felt”
“Didn't clean for 2 days despite calling 3-4 times each day requesting. It's crazy a 5* hotel tried to tell me I had to request the room the be cleaned”
“they didn't even clean my room and only said 'sorry', a disaster”
“Housekeeping was provided on the first day, but no service on the second day. When I called the front desk, I was told housekeeping must be requested by the guest”
“The Receptionist Sisi is rude and arrogant. She threatened to call security if I do not leave her counter. The first time I was threatened by a receptionist”
“Very rude and unprofessional staff at the lobby reception”
“Staff were incredibly rude. When I questioned it politely they rudely said 'I don't make the rules' and hung up”