This property was listed as 5-star, but based on the service level, it really should be a 4-star hotel. When we first arrived, we were offered a welcome drink and asked to take a seat, typical of 5-star hotels.
We finished our drink and continued waiting for the check-in process to continue. I started talking to my friend and WhatsApping my friends. After about an hour (yes you read that correctly, 1 hour!), I thought the wait was getting ridiculous. We went up to the counter and ask if there was a problem. To my surprise, they forgot we were even there to check-in! Forgetting that you are checking-in guests, in the middle of the check-in process is definitely not what you expect from 5-star hotels!
The room itself was fine, although the "modern minimalist" design was a bit more sterile than other modern hotels I stayed in. However, I was disappointed at the condition of the the room. The bathroom door was not aligned properly on it's hinges due to wear and tear so it rubbed on the floor and got jammed in the closed position. Also the door of the in-room safe was broken so I could use it.
But the worst part was the night manager, Zee. My husband called the hotel and asked Zee to put him through to my hotel number. He refused because he said it was late and told him to use WhatsApp to call me. The problem is my phone was having trouble!
When I asked Zee why he didn't connect my husband to my room, he flat out lied to me saying my husband did know my name!