Pre-arrival communication created high expectations; however, none of the requested arrangements were in place upon arrival, highlighting a gap between promise and execution.
The check-in experience requires improvement. The reception process lacked efficiency and professionalism, which negatively affected the first impression and suggests the need for stronger front-of-house training.
The room was modern, clean, and well maintained. However, it was excessively cold on arrival and required nearly two hours to reach a comfortable temperature. This was particularly inconvenient while traveling with a baby, where immediate comfort is essential.
Overall, the physical product meets expectations, but greater consistency in service delivery, guest readiness, and temperature control is required to align the experience with the standards the hotel aims to project.