We were at the Art hotel for a brunch and pool day, rather than to stay. We were excited to visit the hotel which gets great reviews, and it’s often hard to separate the reviews for staying at a hotel, with those for simply dining or using the facilities. Our expectations were high, we were left very disappointed. Here’s why; - first, before the bad, let’s quickly cover the good…the buffet brunch in Choices looks good and probably half of the brunch on offer is above average for the food typically available at these mass events. The fish, sushi, cooked meats and dim sum were all good. The food is better than most brunches - Now the bad…first, one of the reasons for attending a brunch at these big family resort hotels is the benefit of the access that comes with the brunch-pool, beach and critically kids club. We checked these facilities were included when we booked the day before the brunch, however when we arrived with our 5-year-old and asked where we’d find the kids club, we were informed that the rules had changed (in 24 hours?) and it was no longer included. For us this is a big problem, our son can’t sit a watch people eat for 3 hours, and loves a kids club. Ultimately, we were given access, however this involved several “approval” phone calls, and rather than guests prioritized to have a great time, we were left feeling like we were taking advantage, cheating them, and somehow doing something wrong. If it’s not included, tell us when we book, we won’t book, no problem. Don’t make your guests feel like this - Many things in the restaurant area diminish the dining experience…the room overall is pretty devoid of atmosphere, but the main issue is an unpleasant lingering smell in various areas…having been there through brunch we concluded it was the cleaning materials and stinky mop being brought out throughout the brunch sitting (unless there’s a good reason why do this when there’s a restaurant full of people?!) - The security levels in the hotel make you constantly feel like you’re being watched. We’re clear what’s included with our day, so, why have every individual member of the family independently sign in to the outdoor pool area? No other premium hotel does this. Why search every bag going out to the pool? Again, no other premium hotel does this. Through all the security, beyond the kids club experience, again we were made to feel unwelcome, and like an inconvenience for the staff. No one at the hotel outside of the restaurant made any obvious effort to help us have a great experience - The changing rooms in the pool area are run down, and inappropriate for the customer. 4 showers but only room for two people to change? The cleaner insistent on being there mopping the floor around us while we tried to change, and leaving the door open - really poor - Despite the over-attention on security, there’s a lack of attention on safety…while there are staff drying already dry floors in the change rooms the surroundings of the pool were extremel
