Our recent stay at this historical 5-star hotel was a mix of charm and disappointment. While the ambiance and architecture were truly remarkable, our experience was marred by an issue that, for a hotel of this caliber, should have been easily avoidable.
Our excitement quickly faded when we discovered in the middle of the night that the mattress in our room was broken. It sagged uncomfortably in the middle, making restful sleep nearly impossible. Given the hotel's 5-star rating, we expected a level of comfort that simply wasn’t met.
The following day, we approached the front desk to discuss our concerns and requested to speak with the manager. We were informed that he would be available in an hour. After going for breakfast we returned only to be met with confusion. The staff began searching for him, and after about 20 minutes, we were told that the manager was out of the hotel and not available to address our concerns.
At this point, we expressed our disappointment and requested a discount due to the inconvenience. The staff assured us that they would send us an email regarding their decision. While we appreciated the effort, it felt inadequate given the circumstances.
For a 5-star establishment, we expected upgraded mattresses and a more proactive approach to guest service. The decision we got via email was basically that they are sorry but they can’t give us any discount or refund. We would hesitate to recommend this hotel to others seeking a truly luxurious stay.