Extremely disappointing experience – definitely not 5-star quality
This hotel is supposedly a 5-star property, but unfortunately, our experience was far from what you would expect from a hotel of this category.
The room was extremely dirty and unpleasant, and we even found pests inside. What was particularly disappointing was the way the staff handled the situation. Despite bringing the pest issue to their attention, there was no proper response or serious effort to address the problem.
Front desk's solution was: here's a can of spray, you deal with it.
Once the manager finally materialized, she confidently insisted there were no insects whatsoever, right up until we pointed at the hole in the door where they'd been walking in and out. At that point the tone shifted from "denial" to "sarcasm," and we were graciously asked whether we were on holiday or doing maintenance work.
After this compelling evidence-based debate, we were finally offered a room change — and, as full compensation for 2 nights spent sharing a bed with ants, 1 dinner at the restaurant. Truly a generous gesture for structural damage the hotel had denied existed ten minutes earlier.