The best
The hotel is undeniably huge, with an impressive and ostentatious physical structure. However, despite its size and apparent luxury, the overall experience was disappointing. It feels like the hotel is primarily focused on profit rather than on guest comfort or service quality.
The level of personal service leaves a lot to be desired. My room had several basic infrastructure issues that should be simple to fix but clearly are not treated as a priority. The bathroom drain was loose, the shower finishing was poorly installed, and the sink was clogged. These are fundamental maintenance problems that should not exist in a hotel of this category.
Additionally, although the reservation was for two guests, the room was set up for only one person. There was just one bathrobe, one pair of slippers, and a single bathroom amenities kit. Everything was provided individually, which meant we constantly had to request replacements and basic items that should have been available from the beginning.
The bathroom amenities themselves were also a major disappointment. The shampoo, conditioner, soap, and body lotion were all of very poor quality, which significantly detracted from the overall experience and is not what one would expect from a hotel of this size and positioning.
I also placed an order that reached the reception, but it was simply ignored and returned without any explanation or follow-up. To make matters worse, the room phone was not working, and the hotel made no effort to fix it or even investigate the issue. As a result, I was left at a loss and without proper communication.
Breakfast was another major issue. It was complete chaos. There was a long line, and we had to stand outside the dining area for around 40 minutes just to be seated. This is unacceptable for a hotel with such a massive structure. It is shocking that a hotel of this size cannot properly manage breakfast demand, whether due to poor planning or a lack of concern for guest experience.
The on-site restaurant, Casa de Comidas, was equally disappointing. Service was extremely slow, and when the food finally arrived, the portions were very small and the quality was poor. This further reinforced the feeling that cost-cutting and profit take precedence over providing a satisfying guest experience.
Overall, despite the grand physical structure, the hotel fails to deliver basic comfort, organization, and service. The experience was far below expectations.
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