The location and room layout were good. I was very disappointed, though: the air conditioning didn’t work properly, so the room was uncomfortably hot—so hot that I couldn’t sleep and felt nauseated. Instead of fixing it, the hotel offered to move me to a lower‑category room with slightly better AC, which didn’t help much, and they wouldn’t reduce the rate. On top of that, the Wi‑Fi was down, the room phone didn’t work, and the TV remote was broken; they replaced the remote the next day, but those problems shouldn’t happen at a place that advertises itself as a luxury suite hotel. Charging guests for ice on top of everything else was also disappointing. Some staff were courteous and helpful (Diana, Livia), but Aris wasn’t very helpful; they knew there were air issues and said it was fixed, but it wasn’t. The room’s condition and lack of compensation fell far short of the standards I expect from a luxury property. I expected a much better experience for the price I paid. When I contacted them via WhatsApp, they didn’t always answer. Livia tried to help and asked for my email; I sent it twice on WhatsApp but got no response. Not impressed, and no follow‑up. I would not recommend this place, although there are others with great locations that are truly luxury suites (FontArt was outstanding).
ProvidoshinHá 3 meses