We didn’t check in until 4pm, and even then the process took an additional 15–20 minutes. The staff were slow in processing guests, and once we finally received our room key, we discovered it was located on the far side of the hotel, requiring a long walk.
The bathroom could have been much cleaner, and the shower temperature was inconsistent.
Although we had paid for breakfast, it was very disappointing. The hot food lacked flavour, and we were surprised to be charged extra for non-filtered coffee.
We also had a spa treatment, which was good in itself, but the overall customer service was lacking. The spa facilities were poor: the male changing room needed cleaning, there were no shower gel products available, and rubbish had been left on the counters and floor. When we mentioned the lack of shower gel, staff said they had been waiting on a delivery for the past couple of weeks. The steam room appeared outdated, and only one of the two showers near the sauna and steam room was working. The area generally looked like it needed a thorough clean.
The pool area was extremely busy, with very limited space to place our towels.
Overall, improved cleanliness and attention to detail would make a significant difference, as there are several areas that clearly require improvement.
