On the evening of 3rd May, at approximately 9:20pm, we contacted reception to request additional towels after using the pool facilities. To our surprise, the staff member who answered the phone after attempting to phone through 8 times initially denied our request and only relented after we explained in detail why we needed more towels. This interaction was unnecessarily difficult and made us feel uncomfortable, as basic amenities like fresh towels should be readily available to guests without justification.
In addition, we also requested an extra duvet, which was flatly refused by the same staff member. He stated, in a dismissive and rude tone, that Ark is “a co-living space and not a hotel.” Despite the property being advertised as a hotel. Regardless of the model of your accommodation, courtesy and reasonable guest support should be a priority. The manner in which we were spoken to was unacceptable and unprofessional.
Prior to calling, we attempted to contact Ark via the advertised messaging system but received no response, leaving us with no option but to call. The lack of timely communication and the unfriendly attitude we encountered significantly impacted our experience.
We were placed in a room opposite the lift and could hear it all night. We requested to be moved and this was also denied. The room came with a kitchenette but absolutely no cooking utensils, we had to request them and when they arrived they were dirty.
Would not stay again or recommend.