Chloe

Jul 26, 2025

Exceptional room let down by cleanliness standards and false advertising.

The nighttime view from our room was truly spectacular. The room itself was spacious, thoughtfully arranged, and offered a comfortable environment throughout our stay. Hotel staff were courteous and accommodating, readily providing any requested items for the room. They also demonstrated a respectful awareness of guests' privacy, ensuring our visit remained uninterrupted. As a four-star hotel, we expected a higher standard of cleanliness and room maintenance. We had specifically booked an Executive Suite based on the advertised features, particularly the large, modern walk-in shower. However, upon arrival, we were disappointed to find an outdated bath and shower unit, with significant mould present in the corners of the tiling. The design of the shower made it nearly impossible to use without causing water to overflow onto the bathroom floor and wide windowsill, requiring a thorough clean-up after each use. Additionally, the extractor fan was not functioning, leaving the underfloor heating as the only means of reducing moisture—a poor substitute that left the bathroom uncomfortably steamy. Furthermore, we noticed several hygiene and maintenance issues throughout the suite. There was a clump of hair stuck to the archway leading into the bathroom upon our arrival, and the room’s alarm had another company’s card wedged beneath it. There were multiple stains and cracks across the ceiling and walls, indicative of past water damage or other underlying issues. When room service visited to restock supplies, we were also given four towels, all of which were heavily stained and clearly unclean. This added to our concerns regarding the overall standards of housekeeping. Overall, the condition of the room did not reflect the quality or experience we anticipated from a hotel of this rating.