claudiamQ3632DN
Couples · September 20256/10
We stayed at the hotel from the 12th to the 14th of September. Upon arrival, the staff were very friendly and welcoming, which we appreciated. After checking into our room, we headed out to explore th...We stayed at the hotel from the 12th to the 14th of September. Upon arrival, the staff were very friendly and welcoming, which we appreciated. After checking into our room, we headed out to explore the city.
When we returned and got ready to shower, we noticed a cockroach in the bathroom. At first, we tried not to think too much of it — until we found a second one on the bed. At that point, we informed reception, and they kindly moved us to another room.
Unfortunately, in the new room, we discovered a large brown stain under the quilt. We contacted reception again, and this time we were moved to the Premier Suite — the most expensive room available. The receptionist was very understanding and encouraged us to inspect the room first. During the inspection, however, we found a chicken bone with meat still on it under the mattress cover.
I asked if there was another room available, as I felt very uncomfortable, but was told the hotel was fully booked. The receptionist explained that the room had just received a "deep clean," but acknowledged that small details often get missed due to the limited time staff have to clean each room.
We want to make it clear that we are not trying to slam the business in any way. In fact, the receptionist specifically encouraged us to write an honest review so management could use the feedback to improve.
We were offered two drink vouchers as a goodwill gesture. We also put the sign out requesting the room be serviced while we were out. Upon our return, only one fresh towel was provided (despite there being two of us), and while the complimentary tea and toothbrushes were restocked, the complimentary bottled water was not replaced, the floor had not been vacuumed, and the body wash and hand soap weren’t replenished. The bed was made, but again, cleanliness felt lacking.
While the staff were consistently apologetic and clearly doing their best, we understand the cleaning team only gets around 15 minutes per room. However, a "deep clean" should cover critical areas like bedding and mattress hygiene. Unfortunately, even in the second room, we found food debris, pubic hairs, and stains on the mattress — which was extremely disappointing and made us question the overall cleanliness and standards.
On a positive note, Julio's Restaurant was delightful. We had complimentary breakfast included, and it was absolutely delicious. On the first day, we had avocado on toast, and on the second, eggs on toast — both dishes were fresh, well-presented, and a real highlight of our stayShow More
