2/10 Terrible
Nigar
Travelled with family, Travelled with family and small children
4 Nov,2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Our stay at this “5-star hotel” was extremely disappointing, with service, cleanliness, and amenities resembling a 1- or 2-star experience. Despite confirming an early check-in due to our morning arrival, we were charged €300 for room access upon arrival, only gaining entry after disputing the charge.
The family room, though spacious, had major issues: insufficient beds, broken heating, and poorly sealed windows allowing cold drafts and street noise. Requests for extra blankets took nearly two hours to fulfill, and maintenance staff could not fix the cold, forcing us to sleep under multiple blankets.
Cleanliness was lacking, with food stains, dust, chipped paint, and torn blankets. The bathroom had black mold, a sewage smell, an unsteady toilet, and remnants from previous guests, including toenails in the shower. Staff dismissed our complaints, attributing the poor state to it being a “family room.”
The pool area, a main reason for our stay, was equally neglected. The water was frigid (around 19°C), and hazards like broken tiles, a loose ladder, and a floating light posed safety risks. Staff disregarded these concerns, insisting the hotel met “5-star standards.”
Overall, poor conditions, dismissive staff, and lack of solutions left us thoroughly disappointed. A refund feels justified, as this hotel did not meet even basic expectations. We would not recommend it to anyone.
Nigar
Stayed 5 nights in Oct 2024