I spend on average about 70 -100 nights a year in hotels for work & holidays for 20 years now.
I'd like to think I know what should be expected of 4/5 star hotels from a guest perspective. This is the first time I'm leaving a review because the experience my family I and had was so awful, it literally ruined our holiday.
Firstly, the transfer we arranged with the hotel was 1 hour late to greet us at the airport on arrival, this is fine and I understand traffic delays had led to this, but when I rang the hotel to find out what had happened I spoke to the rudest reception staff I've ever, literally telling me I'd made a mistake and there is no way I could have made travel arrangements with the hotel, then proceeding to hang up on me...4 times! Finally we were about to get into a taxi when the driver arrived and explained the traffic issue.
Other key issues experienced at the hotel. Cleanliness throughout the room, dirty and stained curtains, nets curtains, bed sheets and sofa furniture. Basin leaking and not repaired 4 days, which meant having water spraying on our legs each time the taps were turned on, room not being cleaned on 3 occasions, towels not being replaced repeated even when room is cleaned and old towels are collected, we literally had to ask for toilet roll everyday because they wouldn't replace them, each time we speak to house keeping or reception they make us walk to them to collect basic amenities. We begged the manager for a new room, no help at all!!!