After visiting this hotel in 2019, we were really impressed and keen to return. However, this time we found the front staff to be unhelpful, incompetent and disorganised. We had booked 2 x connecting rooms 3 months before to share with our children. However, upon arrival, they advised that they didn't have any available. We were placed in two rooms apart, meaning that my wife and I had to share a room with each of our children due to their young age. Despite saying they would work to find a connecting room for us, they never rectified this, even though we asked again the next day. Internet connection drops in and out. Rooms are falling apart - our door scanner kept falling off, the tv wasn't fully operational and the luggage rack was falling apart. The onsite photographer tried to rip us off. The prices we had been sent by one staff member, were lower to the prices we were presented with when it came time to buy a package (they had doubled). We were told that these were for something different? He agreed to honour the original prices. However, once this was agreed, he said he needed to add on 10% to pay the hotel - this was never mentioned anywhere, so we began to walk away as the whole experience had become unsavory. He finally agreed not to pass this on to us and we received our photos. When asking staff a question, you received different answers from different staff. Not a 5-star hotel anymore.
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