4/10 Poor
Frank G
Travelled with partner
30 Jan 2025
Disliked: Cleanliness, staff & service, property conditions & facilities
There were a few employees who deserve recognition. Chris Ann in the diamond club, Outstanding. Anna, the diamond club manager was helpful and very profession in a horrible situation. However, our stay was the worst trip of our life. By the second day we just wanted to go home. We stayed in the penthouse suite. The outdoor jacuzzi did not work, the toilet was loose and unsafe. The phone didn’t work. Staff is unfriendly and not helpful At All. Our butler, Leshan, was the worst. It would take hours if not days for any request. We noticed dishes left by other guest around the hotel, sometimes there for days. The elevator we used was out of service quite a bit, in fact we got stuck in it on time. It went up about a half of floor and crashed to the bottom. Literal free fall! We reported problems and concerns several times to upper management, Lorna. She did not have the time for guest as she would cut you off when talking and explain how everything is perfect as she was told by her employees. She told me she would check the toilet herself. Instead she sent someone else. Who told her via a text it was fine and she showed me the text in a very condescending manner as if I was lying to her. I showed her a video I took and the exposed electrical panel I the room and she was confused and said, “why would I be told it’s fine, if it’s not”. I told her for days her staff was lying to her but she did not want to believe me until I showed her proof. Absolutely Horrible!! Lorna needs to go!!
Frank G
Stayed 4 nights in Jan 2025