For a hotel with a five-star rating, premium price point, and established reputation, the lack of maturity and refinement displayed by parts of the staff was unfortunately evident. In particular, the younger employees fell short in delivering the finesse, attentiveness, and elegant service orientation that should be hallmarks of hospitality at this level. Their approach often came across as inexperienced and occasionally disorganized, which at times made the experience feel more awkward than welcoming — as though I were a burden rather than a valued guest. There is still some training to take care off.
The check-in felt somewhat uncomfortable due to the staff member lack of confidence, which also made the procedure rather slower than expected.
Moreover, it was disconcerting to witness staff expressing visible irritation towards guests who were dissatisfied with their assigned tables. (Bistro). Regardless of the circumstances, such reactions should never be visible to patrons. Professionalism must be upheld at all times, even in challenging situations.
That said, the senior staff were truly exceptional — poised, professional, and attentive — and deserve to be commended for their impeccable conduct.
A genuine five-star experience requires service that is naturally warm, effortlessly polished, and deeply considerate — the kind that allows guests, particularly those traveling for business, to momentarily shed the intensity of daily stress and feel genuinely cared for.
