4/10 Fair
Oct 11, 2019
2 star service and condition (dirty & moldy)
5-star facade with 2-star service and condition. The lobby is beautiful and the room sizes are large (2 bathrooms, a sitting room, and bedroom). However the condition was poor. Our sheets were dirty upon arrival, which they did change (to clean but stained sheets). My mother's room had mold in several places, including the mattress. They reluctantly changed her room. All of the linens and curtains had stains and mold spots; which I'm sure is tough to manage in the climate but they need to be cleaned or changed much more frequently, especially if it's a "5-star" hotel. Our room also had a very strong reoccuring cigarette smoke smell that came in throught the bathrooms. The service was also poor - many examples of inattentiveness and in some cases down right ignoring us from not following through on repeated requests to charging for food that had been returned because it was not what we had ordered. The staff in the restaurant were nice but overall it lacked anything interesting. The coffee was really poor. We also tried the spa and found it to be a mediocre experience. The setting and the lobby are the only parts of this hotel that was 5-star. For the price and descriptions I had much higher expectations. The pros include the setting and surrounding forest and the initial impression you get when you walk into the lobby.
Sara
Sara, 3-night family trip
Verified Hotels.com guest review
