"The cleanliness and housekeeping standards were noticeably below expectations, especially for a hotel under the Centara brand. While the staff were genuinely kind and helpful, the operational inconsistencies, particularly in room upkeep, significantly impacted our overall experience.
What was great:
- Staff across reception, bell service, and security were warm, attentive, and genuinely helpful
- The team went the extra mile to assist with a birthday setup in the room, which we truly appreciated
- Overall service attitude was consistently positive and welcoming
What could be improved:
- Cleanliness upon check-in was not up to standard: hair left in the shower drain, visible handprints on the window in a pool-view room, housekeeping execution was inconsistent and incomplete
- Reported issues (drain and window) were not addressed the following day as requested
- Used items (toilet paper, amenities, glassware, cutlery) were removed but not replaced
- Response time to issues was slow: multiple follow-ups were required, even after waiting for 3 hours, action was only taken after escalating in person at reception
- General cleanliness in common areas needs attention: lack of visible trash bins in shared spaces, trash left in the hallway remained for the duration of our 3-night stay
"
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