Not 5 star Hotel
I had a deeply troubling experience at this hotel, which fell far below any reasonable expectation of service, professionalism, or guest care.
From the very beginning, even prior to my arrival, there were repeated issues in my correspondence with the hotel. Email communications contained multiple inaccuracies and inconsistencies, which should have been an early indication of the lack of organisation and attention to detail that ultimately defined my stay.
At approximately 6:40 AM, I was woken by extremely loud music coming from what initially appeared to be the suite above mine. I promptly reported this to reception, expecting swift action, but the disturbance continued without resolution. Left with no meaningful assistance, I attempted to identify the source of the noise myself. I found that it appeared to be coming from a door located just outside my suite. Notably, this door was already open and not secured by any key card system, which immediately raised concerns about the hotel’s security standards.
I opened the door, called out, and received no response—only continued loud music. Based on my experience in my own suite, where the in-room control system was not functioning and required removal of the key card to shut everything off, I applied the same logic in an attempt to stop the noise. I removed the key card from the wall located directly by the door, at the base of the stairs. At no point did I go up the stairs or enter the room itself. When no one responded, I left immediately and returned to my suite.
Shortly afterwards, I received a loud banging on my door and was confronted by a young man who stated that he did not believe the music was loud and questioned whether I had entered his room. I responded that it was clearly loud enough to wake me. His reply was delivered in a raised voice and in a rude and confrontational manner.
Despite this, management later accused me of entering another guest’s room without authorisation—an allegation that is completely untrue. It later became apparent that this was not a guest room at all, but a private room belonging to one of the co-owners, who had been playing loud music at that hour. This makes both the accusation and the situation itself even more concerning.
The situation deteriorated further when I was also accused of disturbing other guests and using abusive language toward staff. These claims are equally unfounded. My only interaction was a complaint made at reception regarding the ongoing noise and the lack of response. Expressing dissatisfaction with service should not be mischaracterised as abusive behaviour.
More broadly, the conduct of staff throughout this experience reflected a clear lack of hospitality training. Basic standards of guest care, communication, and issue resolution were not met. Instead of addressing a legitimate complaint, the situation was mishandled and escalated unnecessarily, with inaccurate allegations and poor communication compounding the issue.
Most concerning of all was the handling of my personal belongings. I was instructed to return to my room to pack and leave, and I had clearly communicated that I would do so myself and that my belongings were not to be touched. Despite this, I later discovered that my possessions had been packed without my consent. This represents a serious breach of privacy and trust, and it is entirely unacceptable for any hotel, particularly one claiming a high standard of service.
Overall, this experience was defined by poor communication, consistent inaccuracies, lack of accountability, and a complete disregard for both guest rights and professional standards. I would strongly caution others before choosing to stay here.
I was then offered my money back as long as I took down my reviews, as per their response to Bookings.com to refund me the night I was not allowed to stay!