I expected five-star service here but what I experienced instead was entitlement, lack of professionalism, and evident subpar training among the front desk staff.
Upon inquiring about the spa, I was immediately questioned: “Are you a hotel guest?”—as if I (and my baby who was holding my hand) had somehow bypassed the private gated entrance and security just to sneak in and ask about the pool. The unnecessary interrogation made it abundantly clear that some staff feel more entitled to be in this hotel than the paying guests themselves. Hospitality should be about making people feel welcome, not making snap judgments about who “looks” like they belong. (Obviously, I wasn’t a guest—I just launched my toddler over the gated entrance, climbed in after them, and rushed to the front desk to test their in-depth knowledge of the spa.)
The service failures didn’t stop there. On our second day, our room was not cleaned. When we called to ask why, we were told we had selected this option—something we absolutely did not do, because why on earth would we opt out of cleaning while traveling with kids? Instead of apologizing or resolving the issue, the staff seemed more interested in deflecting blame.
(Hotel Porter was efficient, friendly and quite welcoming. Outstanding service 🙌)