4/10 Lemah
Stephanie
Mengembara bersama pasangan
15 Feb 2026
Sukakan: Kemudahan, keadaan hartanah & kemudahan
Tidak sukakan: Kebersihan
I had a very disappointing experience at this hotel despite its beautiful property.
Upon arrival, we were told the hotel was overbooked, even though I had a confirmed reservation made in advance. After a long 10–11 hour drive, there was hesitation about giving us a room, which was extremely frustrating. Eventually, we were assigned a room, but it was unacceptable—there were ants in the room, the bed and surrounding areas were visibly dirty, and overall cleanliness was very poor. This was shocking for a hotel in this price range (almost $500 per night).
We contacted the manager on duty, and while they did agree to change our room, the entire process was chaotic and stressful. By the time we settled in, it was already very late.
The spa experience was equally disorganized. We had a massage appointment scheduled for 10:30 PM, but we were later told it was only a sauna booking. After nearly two hours of back-and-forth discussions, they finally allowed us a massage—but only for 30 minutes. This confusion carried into checkout day, where due to poor coordination and unclear instructions, we were told we had overstayed and had to rush out under pressure.
The hotel itself is beautiful, but unfortunately, the service, cleanliness, communication, and staff coordination were far below expectations. For a luxury brand, this level of disorder and poor guest experience is unacceptable.
I truly hope management takes guest feedback seriously and improves their operations.
Stephanie
Menginap 1 malam pada Feb 2026
