The hotel itself is beautiful. The rooms are spacious, clean upon arrival, and the facilities are excellent. Unfortunately, our overall experience did not match the quality of the property.
From the beginning, we found the hotel to be far less family-friendly than expected. On several occasions, some staff members were rude and dismissive when interacting with our children. Their attitude came across as unprofessional and disrespectful, making our family feel unwelcome.
Housekeeping was also inconsistent. Our room was not serviced as expected, and we had to repeatedly follow up for basic housekeeping, which is not what we would expect from a hotel of this standard.
Our biggest concern was guest safety. During our first two nights, an intoxicated guest repeatedly knocked on the doors of our four rooms late at night. This was extremely distressing, particularly because we were travelling with children. We expected hotel staff to handle the situation promptly and reassure our family, but the response did not reflect the seriousness of the incident, leaving us feeling unsafe.
It is disappointing because the hotel's physical facilities are genuinely impressive. However, excellent buildings alone cannot compensate for poor service, inadequate housekeeping, and concerns regarding guest safety. I hope management takes these issues seriously and provides additional staff training, particularly in customer service, handling families with children, and responding appropriately to safety incidents.
Based on our experience, I cannot recommend this hotel to families until these issues are addressed.
