We stayed here over the valentine's weekend. Here's a summary of our experience:

Amenities - Excellent. Clean and nicely finished rooms. Was surprised they didn't have a spa available.

Customer Service - Very bad - they seemed all over the place. Communication between the staff and departments seemed non-existent. A lot of confusion. We got the feeling they couldn't wait to get us out of the door for the next paying client to get in. They seem seriously understaffed and the ones they have don't seem qualified enough for a hotel of this calibre. Seriously disappointing.

Food - Breakfast choice was very limited and portions small. The set menu idea should be scrapped. Breakfast seemed to take forever to arrive. It was a bad experience.

The finer details - On arrival, we didn't have anyone to assist us with our luggage! I was stunned. My driver had to bring our luggage up to our room. Secondly, we were on a valentine's package and there was no communication between the hotel and the cinema or restaurant. It would have been a nice touch to have them expecting us rather than us having to explain ourselves every step of the way. Finally, there seemed to be a lack of consistency with the toiletries. There were 3 different brands (although good quality brands).

The good - Water pressure is fantastic. Finishing and room decor are excellent. The ambience throughout the hotel is also great with awesome scents. The building is connected to the main facility which has a cozy cinema (blankets available on request) and a lovely rooftop restaurant. We had a teddy bear and rose petals arranged nicely on the bed on arrival to celebrate the season of love. I thought the valentines package was decent value for money as well.

In conclusion, we expected much better. On the bright side, the hotel has all the recipes for success if they can take the feedback onboard and make the necessary changes. Management needs to be improved drastically in order to get the best out of this amazing facility.