4/10 Fair
Jan 28, 2025
Fantastic views; Expensive; Not 5 star service
We paid a premium of over 4000USD for our 3 night anniversary stay because of their RedLevel personal service. Unfortunately, this was a case of over-promising and under-delivering with more hype than substance.
Our stay started off badly as soon as we entered. The guest relations manager abruptly told me to wait as the RedLevel lounge and service was closed. There was no smile or welcome. As welcome drinks were poured for other guests, the waiter ignored my signal and served others before me. I really hope that it wasn't because of my skin colour!
The VIP upgrade wasn't really a category upgrade, just a bigger balcony. Bizarrely, the room we were initially given was opposite the lift and the smallest suite. The room next to us was larger and available so we have no idea why this wasn't offered in the first place. There were various waits for the new room to be allocated.
The room itself was OK but not an international standard 5 star. The RedLevel lounge service is only open 12-8 each day and the fridges are locked outside of these hours.
Our request for the late checkout was rejected without offering a solution. Only when we ask to speak to a manager was another room offered.
The manager listened to our feedback but it was too little too late. No goodwill gesture was forthcoming other than our request for an airport transfer worth USD20.
Our pre-arrival guest form was pointless as nobody acknowledged our anniversary or our drinks and food requests.
An expensive mistake!
Mukesh
Mukesh, 3-night trip
Verified Hotels.com guest review
