Guest User
July 8, 2023
The hotel was recommended by a family member whilst searching for the perfect stay for our honeymoon, and as soon as we set our eyes upon it and heard such raving reviews we fell in love. There is no denying the hotel comes with a luxury price tag but with it boasting 5 stars, stunning views, sleek, modern decor and overall a luxury look and feel from images and descriptions we decided this was a worth it. Upon arrival we were firstly met with an obstruction to our apparent ‘Caldera View’ room with a wooden pergola designed with a wooden angled slat completely across the view. We then entered the room and were taken aback by how unlike the room before us seemed in comparison to the decor and interior design of the rooms across ***********, their own website as well as their social channels. The room felt incredibly ‘basic’, outdated and not the luxurious feel we were expecting or heard about. I have attached some images, but also wanted to bullet point our references for your understanding of why we cannot comprehend what we just experienced as a ‘5 star’ stay as well as feeling complete misled: - ‘Caldera View’ room not as advertised. Obstruction to view is a little like watching the theatre with a restricted view seat. Except they describe it from the offset as is, and it is discounted to reflect this. - Basic decor and furnishings not as reflected across imagery - Decorated / finished to an extremely poor standard or not up-kept at all. Entrance doors in dire need of repainting (we noticed the more superior suites had been newly decorated), paint / brush marks over walls, edges of doors and fittings etc displaying a real ‘rush’ fix / bodge job at patching over ‘worn’ areas over the years. Marks / stains over table tops / sides left. And also even mould on the edges of the lampshades. - Fittings in areas extremely concerning such as electrical tv port hanging out of the wall, attention to detail such as extraction fan being installed upside down. - Bathroom covered in mould and mildew which could easily be treated with a thorough regular clean. My husband and I are both asthmatic and mould spores really wreak havoc with our chest. - Bathroom also looking incredibly tired with the ‘modern’ black fittings worn, chipped and rusted with the shower head especially having I think never been descaled at all. As well as the look of this it also meant that most of the holes were blocked so the full shower did not work and water spurted in all directions meaning a weak water flow. - The bathroom sink also took an incredibly long time to drain and overall hot water in both the sink and shower took a good few minutes to reach a decent temperature. In addition to our disappointment with the room other areas of the resort which just goes to show the careless of the level of attention which you would expect from ANY hotel let alone a 5 star hotel: - I reported a broken chair on my first morning at breakfast to which I was told would be seen to ri