I only give it 5 starts because it’s a new hotel and I believe it does have a chance of being a really nice place. The location is great, the room is spacious and beautifully designed.
However, my first 12ish hours at this hotel were really overwhelming. I’ve arrived later at night, extremely tired after the flight. Had a place to be, so I thought I’ll drop off my bags and go to finish the day.
The front desk wasn’t able to activate my card key for about 30 minutes. The gentlemen called his boss, it was a very tense vibe with a baby crying in the background of the call. Then I was asked to speak to this person, but by then I was completely exhausted and I could bare talking to anyone over the phone, all I needed it for the front desk member to activate the room key and let me go.
I was moved to another room, where I unpacked and thought I’ll spend the next few days.
The next day I found out that I actually have to move to another room (which I was not told when I checked-in), so luckily I actually did not take a day trip as planned originally, otherwise my entire day would be ruined knowing I have to either rush home or have someone else move my stuff.
I was just lucky to be around the hotel so I could go back and pack up.
As someone who worked in hotels in the past and in customer service for over 10 years - this experience is unacceptable.
This situation could’ve been way smoother if the FD member had more authority in making decisions and better communication skills.
