2/10 Terrible
THOMAS
13 Apr, 2019
Liked: Room comfort
Disliked: Cleanliness, staff & service, property conditions & facilities
5-star hotel, industrial area, major shortcomings
Booked a weekend trip, 2 hotel suite. Saw photos and descriptions published by the hotel (swimming pool, a well-equipped gym, a fantastic top floor restaurant designed in a Swiss landscape, comfortable executive lounge, a barbecue bar in the garden) and a wonderful western breakfast.
After check-in we noticed that none of these exists!
The photos were fake.
Rooms: No minibar, no snacks!
We put wine in a shelf of the "bar area" and were faced with plenty of dirt. After a shower the bathroom was flooded.
Dinner: Despite fewer guests, at 19:30 many dishes were already sold out and were only re-filled on demand or not at all. Half of the buffet consists of a Chinese hotpot.
Offered drinks were not available at all. We had to drink local beer.
Breakfast bad. Neither cold cuts nor other typical elements of a western breakfast, but Chinese hotpot. Buffet was an arena where the guests fought for the food. Restaurant is completely undersized in terms of staff and size. Not even a knife is standard, but chopsticks. You wait 15 minutes for a coffee.
We asked for the hotel manager.
She understood our anger, but also had no idea how to improve, no apology.
Later we found a fruit plate in the room and a letter of apology.
Next day we were invited for an "afternoon tea".
But this could not save our stay.
The hotel pretends having essential equipment characteristics which don't exist, staff overwhelmed, breakfast and dinner do not even come close to a 5-star level.
THOMAS
Stayed 2 nights in Apr 2019