Start with the good news. The two restaurants and the bar are the real highlight of this property. The food is delicious, the drinks list is genuinely appealing and the entire food and beverage team is extremely friendly and attentive. We had a fantastic evening at Root House by gēn in particular. Even if you are staying elsewhere in the area, it is well worth coming over for a meal.
The hotel side is a different story. The reception and housekeeping staff are also polite and attentive, and for the first day or so the shine of a brand-new property carries you along. Once that wears off, the problems are hard to unsee.
The air conditioning units drip and not only in the rooms; the same problem is visible in the common areas. Look up at the ceiling in your room to find the offending spots, because the paint is already rotting around them. In our own room the AC stopped working altogether. It took five members of staff to sort it out and their opening offer was simply to move us to another room, delivered without a hint of apology, as if this kind of thing were routine and not worth caring about.
The rooms are small. The windows face parking lots. The pool has zero privacy from the street, so anyone walking past can look straight in. The so-called patio rooms are a joke: the patio itself sits directly on the parking area (see the photo for the beautiful view). There are no privacy curtains, so avoid the ground floor unless you are comfortable with strangers peering in. One of the rooms we were given had its windows largely blocked by external water tanks. Noise carries constantly from staff, machinery and back-of-house operations. Breakfast is mediocre.
To top it off, they cancelled our spa booking at the last minute, which was a huge disappointment.
They advertise themselves as a five-star property, but the reality is closer to three stars at most. My honest suggestion: sleep somewhere else, and come here for dinner.
