Alua Leo

Guests who stayed here loved

“The hotel is clean and the rooms and spacious. The breakfast is very good. Long story short, the air conditioning was not working and remained under maintenance throughout our entire stay — five days in total. With temperatures reaching 30°C, this was simply unbearable. While technical issues can happen, the way the staff handled the situation was unacceptable. In a 4-star hotel charging €200 per night, you expect the staff to take action when a problem arises. Instead, when we approached them, their attitude was essentially: “We don’t know what to do. There’s no solution. What do you want us to do?” At the very least, they could have acted professionally, apologized for the inconvenience, and made an effort to offer some form of compensation or alternative. We escalated the matter by asking to speak with the manager, only to be told that they were unavailable on Saturday and would not return until Monday. No effort whatsoever was made to address the situation. The following day, however, Isabele stepped in. She was the only staff member who genuinely seemed to care about our experience. She offered to move us to another room and later offered us dinner at the hotel. Thanks to her professionalism and empathy, she managed to save what was otherwise becoming a ruined vacation. As another example of the poor service, we requested two bottles of water that should normally have been replenished in our room but had been forgotten by housekeeping. In Isabele’s absence, the staff were once again rude and insisted that we pay for them. Overall, the lack of professionalism, customer care, and problem-solving from most of the staff was extremely disappointing. The only positive aspect of our experience was Isabele, whose efforts deserve recognition.”

Yara · May 30, 2026