I booked at this hotel out of curiosity because I know that during the pre pandemic days, I heard a lot of nice things about it regardless of the bad reviews lately on social media. Few days before our scheduled date, they give us a heads up that the establishment might going to be a quarantine hotel, glad that didn’t push through. Checking in was smooth, lobby area is just small and ordinary. We are family of 4, but they only provide 2 towels. Room has basic features but didn’t impress me maybe I expect too much. Love the beddings, the spacious hallway, bathroom with bathtub, the water temperature at the pool, the unique design of the bar/pub on the rooftop, location near Royal duty free, Starbucks and HMR, and complete bathroom necessities like shampoo etc. But despite all of this, there are a lot of rooms for improvement. I understand that it’s pandemic and maybe they lay off some of their staffs but that should not be an excuse not to provide a good service for paying guests. Most of the staffs dont greet, only a handful of them. Wifi really sucks. I called the front desk for hundred times because we cannot connect on their wifi, after 2 days, they’ve fixed the problem. Front desk didnt even bother to call back for a follow up. I asked for drinking water for several times as well. I always got iritated of them saying sorry for the delayed response without taking any actions. I’m losing my patience but still trying to remain compose because I dont want to ruin our vacation. But as we progress our time being there, the more unfavorable things we are experiencing. TV channels are so limited and they keep on showing the same movies, I guess there were only 10 channels. No food menu at the room. The veranda is so dirty and its just beside the stairs where the staffs are using. If you put your things on the table of the veranda, it’s just within reach from the stairs. The fridge doesnt cold that much. The safety deposit box, cannot be used and the lists are endless. Dont even get me start with their swimming pool. If its sunny or if the rain strikes, they have no umbrellas. It suddenly rains when we were swimming and the staff are just watching us struggling to keep our things from getting wet. There are no assigned staff on the rooftop bar if you want to order food and drinks. No staffs who provides towels. I dont feel like we were in a hotel. It’s like we are burdened to give us a good service. Service is really poor!!!! What also frustrating is the pool is not exclusive for hotel guest, they allow walk in visitors which im not sure if they were requiring them to have pcr test before entering. Because if not, what’s the point of requiring hotel guest to get tested and yet you’ll be acquainted with this people on the pool who are not tested? Will I recommend this place? I think no, until they improve. And also they charge for a huge amount on extra towel and pillow. Everything and everyone there is disoriented.
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.