Vidushi
The Executive Duplex Suite itself was lovely and was the highlight of our stay. It was beautifully presented, in a fantastic location within the old town, and being upstairs meant it was surprisingly quiet.
Unfortunately, the service and communication did not reflect the quality of the accommodation.
At check-in, the gentleman at reception seemed uninterested and provided very little information. We were told the room would be ready in about an hour, which was perfectly reasonable, but nothing was explained about breakfast, reception hours, Wi-Fi, or how to contact someone if we needed assistance.
When we returned, there was no one at reception. Our luggage had been moved into the suite but left downstairs, despite the narrow staircase and large suitcases. It would have been helpful if this had been mentioned or if the bags had been taken upstairs.
I also had to message through Hotels.com for the Wi-Fi details. Rather than simply providing them, I was told to find the information sheet in the room. After explaining I couldn’t locate it, I was eventually given clearer directions. The communication throughout felt quite cold and unhelpful.
The same happened at check-out. There was no one at reception, and we had never been told the procedure. I left the key on the desk and sent a message to let them know, but never received any acknowledgement.
The accommodation is excellent, but the lack of hospitality and communication detracted from what could have been a wonderful stay.
Unfortunately, the service and communication did not reflect the quality of the accommodation.
At check-in, the gentleman at reception seemed uninterested and provided very little information. We were told the room would be ready in about an hour, which was perfectly reasonable, but nothing was explained about breakfast, reception hours, Wi-Fi, or how to contact someone if we needed assistance.
When we returned, there was no one at reception. Our luggage had been moved into the suite but left downstairs, despite the narrow staircase and large suitcases. It would have been helpful if this had been mentioned or if the bags had been taken upstairs.
I also had to message through Hotels.com for the Wi-Fi details. Rather than simply providing them, I was told to find the information sheet in the room. After explaining I couldn’t locate it, I was eventually given clearer directions. The communication throughout felt quite cold and unhelpful.
The same happened at check-out. There was no one at reception, and we had never been told the procedure. I left the key on the desk and sent a message to let them know, but never received any acknowledgement.
The accommodation is excellent, but the lack of hospitality and communication detracted from what could have been a wonderful stay.
