"I am extremely disappointed with my stay at this hotel.
To be completely honest, almost everything about this experience was wrong. The only positive aspect was the concierge team, who were genuinely helpful and professional. Unfortunately, the rest of the experience fell far below expectations.
The rooms were shockingly small, more like student accommodation than a hotel charging premium rates. I paid approximately €1,900 for four nights, and it felt like a complete waste of money and time.
Communication was a major issue throughout the stay. Nobody seemed to answer the phone, and the lobby was constantly crowded, which gave the impression that the hotel is seriously understaffed. If the hotel does not have enough staff to properly serve guests, then it should not continue accepting so many reservations.
When I called regarding my room, I was connected to what I was told was the duty manager. Not only was there no attempt to help, but the conversation was handled in a rude and dismissive manner. I was simply told that there were no alternative rooms available, without any effort to provide a solution or show understanding.
My son preferred not to move hotels, otherwise I would have checked out immediately and relocated without hesitation. We had arrived after a long journey from another city, exhausted and expecting a comfortable stay, only to be met with a room that was completely underwhelming.
Another example of the poor internal communication occurred during check-out. A staff member asked me how my son’s birthday arrangements had gone. I was confused and asked what arrangements they were referring to. I had organised and paid for my son’s birthday celebration entirely outside the hotel. It became obvious that different departments were not communicating with each other and were clearly not on the same page.
Housekeeping was also slow and inconsistent, adding further frustration to an already disappointing stay.
I had genuinely hoped this stay would encourage me to become an active Hilton member again. Instead, this experience has had the opposite effect. After this stay, I can confidently say that my experiences with Marriott have been significantly better in terms of service, communication, professionalism, and overall guest satisfaction.
The location may be central, but location alone cannot compensate for poor service, poor communication, inadequate staffing, and rooms that do not justify the price being charged.
Overall, this was one of the most disappointing hotel experiences I have had in recent years."
