While room cleanliness and location were adequate, this stay was ruined by a serious safety incident and appalling customer service.
At 1:00 AM, fire alarms sounded throughout the hotel. For 15 minutes, I called reception seeking clarification about whether this was an emergency requiring evacuation - no one answered. Zero communication from hotel staff during what could have been a life-threatening situation.
My partner and I were left terrified and confused, unsure whether to evacuate or shelter in place. We couldn't get back to sleep and spent the next day exhausted and restless, essentially ruining a day of our holiday.
The following morning, staff were dismissive, offering only "sorry, not our fault" with no acknowledgment of the severity of leaving guests uninformed during a potential emergency.
At €500 per night, guests deserve 24/7 accessible staff and proper emergency protocols. This level of negligence is completely unacceptable at any price point, but especially outrageous for a premium hotel.
Would not recommend.
While room cleanliness and location were adequate, this stay was ruined by a serious safety incident and appalling customer service.
At 1:00 AM, fire alarms sounded throughout the hotel. For 15 minutes, I called reception seeking clarification about whether this was an emergency requiring evacuation - no one answered. Zero communication from hotel staff during what could have been a life-threatening situation.
My partner and I were left terrified and confused, unsure whether to evacuate or shelter in place. We couldn't get back to sleep and spent the next day exhausted and restless, essentially ruining a day of our holiday.
The following morning, staff were dismissive, offering only "sorry, not our fault" with no acknowledgment of the severity of leaving guests uninformed during a potential emergency.
At €500 per night, guests deserve 24/7 accessible staff and proper emergency protocols. This level of negligence is completely unacceptable at any price point, but especially outrageous for a premium hotel.
Would not recommend.
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入住於2025年05月
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入住於2026年04月
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