We were extremely disappointed with our stay and ultimately had to leave shortly after checking in.
On entering the room, there was an immediate and overwhelming foul smell, particularly from the bathroom. We reported this promptly and were told there were no alternative rooms available but that someone would look into the issue while we went to dinner. We waited, but the smell worsened to the point that the room felt unhygienic and unusable — I did not even feel comfortable using the toilet.
A member of staff attended and immediately acknowledged the severity of the issue, dismantling the shower drain and attempting a repair involving chemicals and an elastic band. This made the smell even stronger. At that point, we made it clear we could not stay and left the property. We were in the room for approximately an hour only because we were waiting for the promised fix, not because the room was usable.
The staff member involved was excellent and should never have been put in that position; however, this appeared to be a long-standing maintenance issue rather than an isolated incident, something that is also reflected in previous guest reviews.
For a hotel marketed as “luxury,” and a room described as “Sublime,” the standard was wholly unacceptable. The air conditioning also failed to provide the advertised heating options.
Sadly, this was not the experience we expected or paid for, and we would not stay again.
