Disappointing Service Undermines a relatively nice property.
I had high expectations given its reputation and pricing. On the positive side, the location is excellent, the room was spacious, and the modern aesthetic is appealing.
However, the experience was consistently let down by service issues. Roughly 50% of interactions with staff were negative in some way, usually ending with an apology from management. These weren’t isolated incidents, but part of a clear pattern suggesting a lack of proper training or oversight. While apologies came frequently, they felt like a substitute for the meaningful investment needed to improve the guest experience.
At no point during my stay did the service meet 5-star standards. Key issues included:
• Initial room change required due to cleanliness issues, continued during stay until management intervention
• TV Remote control randomly missing from the room
• Faulty window blinds requiring engineer visit
• Breakfast incident where I was incorrectly profiled as someone who might leave without paying, despite having signed the check was challenged whilst eating(!), signed check at my table ... challenged for payment/signature again on exit and challenged a third time on the way to the elevator with the caveat statement that "we've had many people leave without paying (!)
The pattern of errors and missteps left a lasting impression, I can't imagine how the Sanderson merits a 5-star rating.
