We were lucky to get an early check-in and an upgrade to a suite, which was a nice start. Unfortunately, that’s where the positives ended.
Breakfast was extremely subpar — very few decent hot options and overall felt cheap, though the falafel was good. We tried dessert at the Italian restaurant (a tiramisu), and it was the worst tiramisu we’ve ever had — frozen and crystallized inside.
The room was outdated, and the AC didn’t work properly. Despite mentioning it twice, it was never fixed. We also requested robes, a fan, and other items that were never delivered. One morning we asked for the room to be turned early, and it never was. Later, when we ran out of toilet paper, we asked the manager in the lobby to send some up — he told us we had to call the front desk ourselves. Again, not five-star service.
At checkout, when I mentioned our stay was disappointing, the front desk clerk simply said “okay” and “goodbye.” That summed up the experience perfectly.
This is not a 5-star hotel — maybe a 3-star at best. The service and attention to guest needs need serious improvement before it can live up to its rating.