I booked this hotel well in advance and provided my contact details — yet no one informed me of ongoing renovation work. Upon arrival, we were guided through an inconvenient and frankly unacceptable route to our room: a standard elevator to the second floor, a walk down a hallway, then a service elevator back down to the first floor. I was traveling with my 67-year-old father. Despite being told guests shouldn’t use the service elevator, it was our only option — shared constantly with contractors and staff, often smelling unpleasant.
At a five-star hotel, guest experience should be the priority. Here, we waited through multiple elevator rounds as staff used them freely, even with trolleys. On our last day, one elevator was broken — yet staff still moved carts, further limiting access for guests.
I raised concerns immediately — no follow-up. Only after posting a public review did the hotel respond, offering a room move (on our final night) and later a small refund. Too little, too late.
This stay fell far below five-star standards. Communication, courtesy, and common sense were all lacking. The overall message was clear: guest comfort was secondary to logistics. A disappointing experience I wouldn’t expect from any reputable hotel — let alone one with this rating.