We arrived at the hotel in the morning and fully understood that early check-in was not available. So, we left our luggage with the hotel and went out, returning at approximately 3:00 PM to check in.
Upon check-in, we were assigned an initial room on the 2nd floor. Upon entering the room, we were shocked to find that it had clearly not been cleaned. The floor had visible debris, and the bed duvet contained hair. We immediately contacted housekeeping. Unfortunately, the situation did not improve, the vacuum cleaner was not functioning, the housekeeping staff appeared unsure of how to proceed, and despite a long wait, the room condition remained unchanged. (No picture as I thought this will be settled with proper action from housekeeping)
In addition, the front office service during check-in was poor and unprofessional. The staff member handling our check-in was rude, showed little empathy, and did not handle the situation with the level of courtesy or service recovery expected in the hospitality industry.
We then contacted the front desk again and were informed that a new room would be assigned and that the concierge would deliver the key. We were brought to Room 119, only to find that this room was also not cleaned. Attached the pictures from R119.
At this point, we contacted the front desk again and requested to speak to the Duty Manager. We were told that the Duty Manager was unavailable as he was “out for lunch” and that a housekeeping supervisor would attend instead.
After a long journey and being extremely exhausted, it was very disappointing to be placed in two consecutive unclean rooms, both dusty with sticky floors. Eventually, housekeeping cleaned the room thoroughly, but we had to wait more than one hour before the room was finally in an acceptable condition.
What was particularly shocking, especially as a hotelier myself, is that this property is classified as a business hotel, yet the service level and room condition were far below acceptable standards for such a classification.
Furthermore, throughout the remainder of our stay and even during our check-out, there was no follow-up, no courtesy call, and no contact from any member of the management team to check whether the issues had been resolved or to offer an apology.
This experience was extremely disappointing and fell well below basic hospitality and service expectations.
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