We have been loyal, high-spending customers of this hotel for 15 consecutive years, but this year the establishment has officially hit rock bottom. What used to be a reliable luxury experience has turned into a masterclass in terrible management, operational chaos, and disrespectful treatment of long-term guests.
The decline was evident from the moment we arrived. After a grueling 15-hour flight, the computer systems were down. My husband had to fill out everything by hand, and the system wasn't updated by the next day, leading to bar staff aggressively demanding cash because our room "had no credit." To make matters worse, despite booking for four people, our children's bed wasn't even made up. Throughout the stay, the understaffing was painful to watch; leaving a single employee to run the busy breakfast bar creates a massive service bottleneck, no matter how hard that polite worker tries.
The absolute breaking point was the swimming pool situation. The main pool is a chaotic nightmare overrun with screaming toddlers. Due to temporary hazardous sea conditions (the authorities literally advised against swimming due to toxic algae and parasites), we brought our mature, quiet 16 and 19-year-old teenagers to the 7th-floor pool (advertised as 21+). We were immediately and aggressively kicked out by security. When my husband tried to discuss this force majeure situation with the manager, asking for basic mental flexibility, he was met with total hostility and an absolute refusal to adapt to the environmental emergency.
We respected the rule and left, only to witness a disgusting double standard the very next day. For over an hour, the exact same "strictly 21+" pool was taken over by shouting 6-to-9-year-olds playing soccer, a woman pushing a baby stroller, and a group of American tourists. Security did absolutely nothing for an hour. Worse, those unsupervised kids went into the gym and played with heavy workout equipment for 15 minutes, posing a massive safety liability, with zero staff intervention.
When we formally complained via email about this blatant discrimination and operational failure, the General Manager didn't even bother to reply. Instead, they sent a bottle and a cheese platter to our room—a superficial, insulting attempt to hush us up without addressing the actual issues.
After fifteen years of loyal patronage, we feel utterly disrespected. This hotel has lost its standards, its fairness, and its ability to manage. We will never set foot in this property again, and we strongly advise others to spend their money elsewhere
