The phones in our room did not work to contact the front desk or room service, and the TV was also not functioning. During the night, one of our children became very ill. At 3:00 AM, I messaged the staff requesting housekeeping assistance. The response took quite some time, so my wife went down to the front desk to ask for help directly. She was given a trash bag and a few towels and told that no one would be coming to assist. However, I later received a message stating that housekeeping was on the way.
My wife had to ask for disinfectant spray, it was not offered initially — which raises concerns about the hygiene standards and expectations at your hotel. When I followed up about housekeeping, I was told they had left at 4:00 AM. I explained that I had requested help at 3:00 AM, yet the response was simply a passive apology. No one provided meaningful assistance or showed genuine concern.
We do not live at your hotel and do not have access to proper cleaning supplies. In a situation involving a sick child, we expected far better support and professionalism from your staff.
The following morning, we requested a late checkout because our child was still very ill and we are three hours from home. Again, we were met with passive apologies and no real effort to accommodate or assist us.
Overall, this experience demonstrated a serious lack of hospitality, care, and competence from your staff. This is not the level of service we expected.