To start, our room was not ready for stated check-in time and we had to wait 50 minutes with a tired 8 month old for our room to be ready. On the other hand our room was upgraded one level from Deluxe to a Suite.
The room was ok, nice terrace but it all felt dated. It had 2 bathrooms, strange as they were both cramped and dated. Presentation lazily done, tissue boxes just thrown on top of the tissue dispenser that was on the wall, sealant flaking off the tiles in the shower. We had to run the shower for 15 minutes each morning to get hot water. Our room was never cleaned during our stay. We found out on checkout that this was due to covid and we should ask if we wanted the room cleaned. Why not tell us this on check-in?
The worst part when the hotel arranged for our laundry to be done, then never received our clothes back before checking out despite continually asking. The staff, apart from one lady on reception, showed no interest in resolving this. We had to buy new clothes for our baby and we were forced to wear the dirty clothes we had remaining for the last 5 days of our trip in Europe. Management, were completely evasive, never returned calls and showed zero customer service. We were given our breakfasts for free, so saved €100 (which we had to use to buy our baby new clothes) vs the €1,000 we paid for the 4 nights. Management ignored all our messages. A mistake I can accept but lack of customer care in resolving satisfactorily is inexcusable. Very unhappy.