4/10 Lemah
Estefania C
Mengembara bersama pasangan
4 Feb 2026
Sukakan: Kemudahan, keadaan hartanah & kemudahan
During our four-night stay at the Althoff Palace Hotel, booked via the U.S. website, we were impressed by the facilities but deeply disappointed by the service standards, which fell well below expectations for a five-star property.
From arrival, friendliness and professionalism were lacking compared to luxury hotels we regularly stay at, such as the Four Seasons, Ritz-Carlton, and Peninsula. We initially booked a suite but downgraded due to dissatisfaction with the room. A significant issue arose regarding smoking: we proactively asked staff for permission to smoke in the back garden and never smoked in the room. Despite this, management later accused us—rudely—of smoking indoors, creating an embarrassing and uncomfortable situation that was later disproven.
Housekeeping and service were inconsistent. Despite requests, rooms were not cleaned when indicated, housekeeping arrived at 8:00 a.m. despite our jet lag, and room service trays were left in the room for an entire day. Upon moving rooms, we found the toilet improperly cleaned with visible residue, the TV not functioning, and overall poor attention to detail.
While the spa staff, valet, and younger apprentices were professional and courteous, interactions with senior management were unfriendly and dismissive. The hotel has strong potential, but service quality, management conduct, and treatment of international guests—particularly Americans—require significant improvement.
Estefania C
Menginap 2 malam pada Jan 2026
