***AVOID THIS HOTEL AT ALL COSTS***
I know many people had a positive experience with this hotel, but we had absolutely the opposite experience. Our first-ever family trip to Europe has been forever ruined due to the hotel's lack of security, responsibility, and professionalism. My family and I booked three nights in May 2022. We checked in on a Friday, and the first night went OK. The next morning, we went outside for a few hours during the day. When we came back in the late afternoon that day, our room was in complete disarray. It was clear that someone had gone through all of our stuff and rummaged through our personal bags and luggage. We were in complete shock. We carefully went through all our belongings and counted the items that went missing: significant amount of cash, jewelries, a newly-purchased handbag, AirPod, two iPhones, and many other small items and trinkets. Bear in mind that we had the "DO NOT DISTURB" sign on the door outside our room, but nonetheless, for some reason, our room had been serviced.
We immediately informed the hotel staff of the theft. This is when our disappointment and frustration with the hotel started. They immediately denied any and all responsibility without even asking us what happened or whether we were OK. It was as if the entire staff was trained what to say when their guests report thefts. It was clear that they were simply unwilling to do anything about the incident. They refused to get involved or ask any questions. They didn't even offer a word of apology until the morning we checked out 2 days later. I'm not saying we were entitled an apology from the hotel (or maybe we were), but at the time, we were desperate for any help, and the hotel just turned us away and closed their eyes and ears on us. Getting a clear message from the hotel that they were not going to do anything about it, we went to a local police station on our own at around 6:30pm and filed theft reports spending over 7 hours there on a Saturday night.
When we confronted one of the hotel managers the following business day (the staff said the manager doesn't work on the weekend, so we had to wait), the very first question she asked was: "Are you sure that the theft occurred at this hotel?" We were utterly shocked yet again for this type of response from the management. She was trying to accuse my family of lying about the theft, and that somehow it was our fault for getting robbed. She was shifting the liability to us. When we requested that they check the security camera footage of the hallway of the 4th floor (where our room was), she said there are no security cameras in the hotel except the 1st floor lobby. Then, we requested that they contact the maid who serviced our room on the day the theft occurred. They refused again, saying the maid has been a long-time employee, and that she would never do such thing. Then we requested that they contact the person who refills water bottles in the hotel rooms daily (who is, apparently, a different person from the maid). Again, they refused for the same reason. We then wrote a letter to the management and requested that they reimburse us. They, of course, denied and asked us to show evidence that the theft took place. My family and I fought until the very end of our stay, and the hotel did absolutely NOTHING for us. It was like they knew that we were tourists and will be leaving their country in a few days, so they decided to just wait it out until we were gone. And that's exactly what they did.
Here are a few problems with the hotel security that we noticed, which we hope that you will take into consideration in choosing this hotel for your stay: (1) there are no security cameras other than the main lobby (1stfloor); (2) as soon as you walk in to the hotel there are stairs to the basement where there's an elevator that will take you to hallways of the all floors where rooms are located, meaning anyone can easily walk in and out of the hotel from the streets using this elevator without ever being noticed or caught in the camera; (3) a DO NOT DISTURB sign may be gone missing mysteriously; (4) the main lobby door that is supposed to be opened only from the staff inside never operated that way during our 3-night stay and anyone could just walk in to the hotel without catching a receptionist's attention when they were dealing with other guests; (5) in the event of a theft, the hotel will not do anything for you, so you just go to a local police station and file theft reports by yourself.
Suffice to say, our experience with the hotel has been ABSOLUTELY HORRIBLE AND TRAUMATIZING for my family, and we will NEVER recommend this hotel to anyone. Had the hotel been a little more professional and a bit more caring for their guests, then we might have felt differently. But, no, unfortunately, everyone reading this review deserves to know how this hotel operates and treats their guests. If there is an option to give a negative 5-star, I would. read more