We have stayed at this property many times over the years and have always enjoyed our stays, which is why this experience was particularly disappointing.
We booked the same room type, a Premier Apartment, as we have on previous visits. Unfortunately, this time the apartment was nowhere near the standard we have come to expect. It had clearly not been cleaned properly, with significant dust on the lamps and chandeliers, a dirty couch and an overall dusty smell throughout the apartment.
When we raised our concerns, management advised that the smell was due to dampness from the recent rain. They also insisted that the apartment had been newly renovated and that it was simply the style of the décor that made it appear old. However, this did not address our concerns about the cleanliness or the overall condition of the room.
As the property was fully booked, we were unable to move to another room. Given the condition of the apartment and the fact that our concerns could not be resolved, we requested a refund and chose to leave.
It is disappointing to have had this experience at a property we have returned to many times. We understand that things can occasionally go wrong, but the standard of accommodation and the way our concerns were handled fell well below our expectations. Unfortunately, this stay has left us questioning whether we would return