“Beautiful decor, disappointing operations.”
The rooms look gorgeous and the terrace, restaurant, and bar create a lovely atmosphere. However, check‑in was poorly organized: the hotel is far from the street, requiring a long cobblestone uphill walk that wasn't mentioned in the booking; no one was available to help with luggage and the staff seemed uninterested in assisting. The reception was cold, unprofessional, and unwelcoming. They assigned me a nice room, but it wasn't the specific suite I had booked, which is odd when each suite is supposed to be custom. I requested a dinner table, and despite plenty of availability, it took an excessive 20 minutes before anyone offered a menu. Dinner service was slow and inattentive. No instructions were provided about the room at check‑in, my bags were left at the door instead of on a luggage rack, and there was no explanation about Wi‑Fi. The telephone to reception didn't work, forcing me to walk down every time I had a question or needed to order room service. Breakfast was decent and reasonably priced, but they messed up the order on two occasions. There was no air conditioning, which is surprising for a room over 600 USD. The worst part was when the new concierge, eager to talk about his new role, didn't help me with my bags at all and instead asked if I could help him give access to their hotel guests at a place I used to work, citing that the hotel has "a lot of American guests who have a lot of money." In short, it's a beautiful property for a special stay, but the service and customer journey are poorly managed, and the ambience and decor don't match what a successful hotel should offer.
Colleen·Il y a un mois