“Highly appreciate to the management showing me the 5-star decision making to ensure my pleasant moments and memories fresh. Look forward to coming back with family soon. ”
"The shower in our original room (1214) had such low water pressure that it was impossible to rinse off soap properly. We called the front desk to request help, but no one showed up for over 30 minutes. After calling again and explaining that we had just returned from the pool and couldn’t shower, it still took another 15 minutes for someone to finally come and check. Only then were we told we’d be moved to another room.
Even after that, we waited another 20 minutes. In total, it took nearly 2 hours just to resolve the issue and move from Room 1214 to 1205. We were extremely tired after a red-eye flight and just wanted to rest, but the delay made the situation much worse. No one even brought us the new room key—I had to go down to the front desk myself to get it.
Shockingly, the next day, the new room key didn’t work either, which caused more inconvenience.
It honestly felt like the staff believed the hotel's reputation alone was enough, without delivering the level of service expected. The service was far from five-star. There seemed to be no proper system to handle complaints efficiently.
That said, I will mention that the valet service was excellent and very convenient.
Unfortunately, this stay did not live up to the name or the expectations we had."
