When I arrived for pre check-in, I was told I would be contacted once my room was ready — but I never received any update. This lack of communication was the first of several issues that negatively affected my stay.
Upon entering the room, I noticed a strong, unpleasant odor in the shower area — similar to cat urine — which made the space very uncomfortable to use. Additionally, there was a noticeable gap between the shower door and the floor, which caused water to flood the bathroom during use. I had to use several towels to clean up the water.
I called the guest services multiple times requesting additional towels, and each time I was told they would be brought shortly. However, after waiting over an hour and receiving nothing, we were delayed in leaving as planned, which ultimately ruined our day.
I expected a much higher level of cleanliness, responsiveness, and overall service. This experience fell far short of what I believe a 5-star hotel aims to provide.