I stayed at this hotel for three nights. The inconsistent and poor service received while here to myself and my colleagues means I won't be staying here again. EPIC Sana lists themselves as a 5 star hotel. The experience was nothing close to this.
First, when I checked in, I made it very clear that the airline had lost my luggage and to notify me immediately once it was delivered to the hotel. I then asked if I could call the laundry service to have the clothes I had on, the only clothes I now had, washed so I would have a clean outfit for my business meetings the next day. I was assured that my room would be called the moment my luggage arrived and also told that I could call housekeeping and they would come to my room right away to pick up my clothes. I started to ask a couple other questions, and the hotel clerk walked around the desk, took my carry on bag from the floor, and walked towards the elevator to get rid of me. Exhausted, I took my bag and went to my room.
When I reached my room, there were two housekeepers talking in the hall. Immediately after the room door shut behind me, they just walked right in behind me then acted surprised by seeing me standing there. I asked what they wanted. One of them shoved a plate of chocolates and a bottle of water at me, apologized and they left.
After none of the outlets working for me, I went to the front desk and told them about this, as well as half the lights being operational. They referred me to a mall down the street to try buying a new electrical converter.
I called housekeeping several times after getting settled, but there was no answer. I called the front desk twice to check on my baggage and was told it hasn't arrived. At 6:30 am the next morning, I called the front desk and was told my baggage had arrived the night before. I went down in my dirty clothes and stared at the front desk while they helped two gentlemen who walked in after me. After almost being ignored a third time, I loudly stated I wanted my luggage now. I then told the staff that half of the lights were working and none of the outlets. She then informed me that I have to enter the room key into a slot by the door.
I filled out a card and hung it on my door for room service to bring breakfast to my room at 7 am. It never arrived. As I was leaving, I saw a staff person and inquired. He asked if I was in room xxx then told me that he didn't order the breakfast at all because there wasn't a time marked. Untrue, and even if so, the right thing to do was call the room.
The second night after entering my room, there was a knock at the door a few minutes later, and it was housekeeping again, sticking a plate of chocolate and a bottle of water at me. The Kleenex box was empty and not replaced either.
On the third day, there were several tour buses full of people that arrived. Overnight, housekeeping decided to acknowledge I existed. When I came to my room at the end of my third day, it was actually cleaned and stocked properly for the first time. The matt and slippers were next to the bed and the bed was turned down, both for the first time. The housekeepers found out how to put the chocolates and water on the bedside table without my help.
Colleagues reported to me the following issues: Espresso machine broken in one person's room and when he reported it they just thought he didn't know how to use it, then when they showed up and saw it was in fact broken, they actually brought a replacement. Someone asked for a banana at breakfast and was told it had to be special ordered and he could only have what was out already. (For a banana?) Another colleague's luggage was also lost by her airline, and they didn't tell her when it showed up, she had to also chase down the front desk to know when it arrived. Someone asked for the personal charges to be separated on their bill from the business expenses, and the front desk didn't know how to do that.
The room itself was all right, but not 5 stars. The bathroom is open without a door, some shy people may not be a fan of that. The shower has blinds between it and the bed, but they go up with an electric switch if you want a show. The TV/mirror works well. Their room service is listed as being available 24/7 but no one answered the phone when I called them either. read more