I’m rating this hotel low, not because of the hotel, the amenities, nor the location. Because of the incompetency, unprofessionalism, racism and incompetence of the employees.
I booked a room via Expedia, called the hotel to change the reservation to the room with the Jacuzzi, 1st person did not speak English, 2nd confirmed the upgrade.
Arrived at the hotel, I was given a different room, I demanded the GM, he was not on site, next morning I was denied Breakfast, so back to the front desk, Breakfast solved, no General Manager again, no room with Jacuzzi. I ordered room service, a simple Coffee with hot milk (filter coffee), I got an espresso for 9Euro ($10).
Breakfast does not define what are the ingredients, nor separate the silverware on the buffet, if you have food allergies, no info, if you are Muslim or Jewish, 1 fork for all meet, which is not defined as well.
The bathroom had black pubic hair, which was easy to spot on white marble. Last day Breakfast, the waiter made a comment about 2 Japanese women, “the Coronavirus is here” very unprofessional, racist and these were Japanese NOT Chinese. At checkout I was billed 299 Euro ($330)extra for the room which I have not received, and again 3rd time no GM on site. The staff is rude, unprofessional and racist, totally not acceptable for a 5-star hotel. I’m a global traveler and Hilton diamond, I have seen way better.