2/10 Terrible
Grigoriy
Travelled with family
15 Feb 2025
Liked: Amenities, property conditions & facilities
Disliked: Staff & service
I expected a seamless and accommodating experience from a luxury hotel, but unfortunately, my recent stay fell short. On February 15, the morning after Valentine’s Day, I made two polite requests to extend my checkout by just one hour—from 11 AM to 12 PM. Both times, the front desk refused, stating that the hotel was fully occupied and a new group was arriving at 1 PM.
However, when I checked out at 11 AM, I mentioned this to the management team, and to my surprise, they apologized and said they could have easily extended my checkout by an hour. This contradiction was frustrating and highlighted poor communication between the staff.
A luxury hotel should prioritize guest experience and consistency in service. Had the front desk been better trained or more customer-focused, this could have been avoided. While I appreciate the management’s apology, it doesn’t change the fact that my request—one that is quite common—was unnecessarily denied.
I hope the hotel improves its front desk training and communication to ensure that all guests receive the level of service expected from a high-end establishment.
Grigoriy
Stayed 1 night in Feb 2025