Marinela Sofia

"The lobby of the hotel has to be the most awful pile up of kitch and junk I have ever seen. Ditto the rooms."

"The hotel itself looks impressive, but unfortunately, the service is absolutely unacceptable for a five-star property. The staff are clearly not up to the standards expected of a hotel of this category. In fact, some of their behaviour was so unprofessional that the management should seriously consider whether these employees are suitable to work in a five-star environment. When we asked the staff at the lounge bar to rearrange a table, they reacted with obvious irritation and made us feel as though we were an inconvenience simply for making a perfectly reasonable request. This is completely unacceptable in a five-star hotel, where courtesy and professionalism should be the bare minimum. The following evening, another member of staff was talking to us while smoking and repeatedly blowing cigarette smoke directly into our faces. This is not only extremely rude but totally unacceptable behaviour for hotel staff dealing with guests. There were six of us, yet only four dishes were served. We had to wait an unreasonable amount of time for the remaining two. We also asked for water and were served boiling-hot water instead. These are basic elements of service that should never go wrong in a five-star hotel. The contrast between the impressive appearance of the hotel and the appalling level of service is astonishing. Quite frankly, this was not five-star service, not even close. The attitude, professionalism and basic level of customer care were more appropriate for a zero-star establishment. If the management genuinely wants to maintain a five-star reputation, the staff's attitude and level of service need to be completely overhauled."

"Payment for the stay was requested in advance. At the reception there were two girls who asked for payment. Never happened in any hotel. Aside from the fact that we paid for a 4-star hotel and it had absolutely nothing of a 4-star, calling it 3 stars is a compliment. The only note of praise is for the restaurant, the waiter was an exquisite person."