Review

My recent stay had left much to be desired, failing to meet the expectations one would associate with a 5-star hotel. Despite arriving after a long 12 hour flight to celebrate my birthday here and filling in the online check in form a week before, they kept pre-arranging my check-in time, I faced multiple delays upon arrival, leading to unnecessary inconveniences. The disorganized room allocation process, coupled with issues like malfunctioning light switches and dampness concerns, created an uncomfortable and unhygienic environment, especially considering health considerations.

Furthermore, the lack of assistance with parking, unresponsiveness to concerns, and the overall poor treatment of my taxi compounded my dissatisfaction. The management's failure to respond to my messages in booking.com, phone calls, or emails, along with the lack of a refund, has added to the frustration. The absence of a sincere apology, adequate solutions, or taking responsibility for the issues disrupted my plans. I was left stranded at 11:46 pm at night after wasting the whole day due to not being given a room.

I complained to Ken that evening, who instructed me to return the following morning at 9 am for a refund as he was not authorized to do so. Despite following his instructions and returning the next morning, Isabelle refused to provide the refund, leaving me in a difficult situation after sitting with my luggage in the strip for the whole night and no where to sleep.

This hotel is a complete disappointment. I would not recommend this hotel to anyone. The experience of them taking my payment, not providing a room for the entire day, finally giving me a room at 10:40 pm in poor condition with malfunctioning lights and a damp, wet floor due to leakage was unacceptable.

The poor customer service from Ken and Isabelle, along with the lack of a refund, has left me shocked and disgusted. The fact that there has been no reply to my messages is simply awful. Considering the series of issues faced during my stay, this establishment should be rated more like a hostel than a 5-star hotel.

I hope the management takes immediate action to address these issues and prevent such experiences for future guests. Timely refunds, improved customer service, and better room maintenance are essential for enhancing the overall guest experience.
I hope the management promptly addresses these shortcomings, implements necessary improvements, and prevents similar incidents in the future. Timely resolutions and attention to customer concerns are crucial. The extended delay in refund processing, as communicated by Isabelle, is disappointing. A swift refund process via appropriate channels is expected, along with accountability for the inconveniences faced.