Upon arrival, I was met with a cold reception from the staff. Although the check-in process was quick and I was able to check in earlier than expected, there was poor communication about my room’s readiness. I don't mind waiting when arriving early, but clearer information would have been appreciated. Additionally, the reception staff was often unresponsive to phone calls, which was frustrating.
The room was clean and met my expectations, but I was disappointed by the lack of a minibar.
The rooftop service was particularly poor, deserving only a 2 out of 5 rating. You have to book a sun lounger, but the restaurant doesn’t pick up the phone, forcing you to go up in person. Even then, service was slow and inattentive—I had to repeatedly ask for a menu and track down waiters to place an order. Drinks took over 20 minutes to arrive, although food was prepared quickly.
One day, I wasn’t informed about a ticketed event on the rooftop and was confronted by hostile security who told me I couldn’t be there. Eventually, I was given a wristband to use the pool, but this should have been communicated during check-in.
On a positive note, the lobby bar staff were warm and attentive, providing great service without any prompting.
Overall, customer service across the hotel needs significant improvement.