Guest User
January 31, 2023
This was my sixth and probably my last visit, since a lot of things has changed since than. Even during our last stay (May 2019) we noticed that the spa area hasn’t been renovated for a decade (since the hotel was acquried by Remisens), and we specifically ask the reception staff shall this area (indoor swiming pool and whirlpool) be operated during our stay. We were told (not to mention that we were waited 24h for reply) that the swiming pool is opened and ‘at least one of the whirlpool is goign to be available for use’. Today, it’ s our fourth day, the swimming pool is closed two day in a row without explanation of prior notice. The reception staff is not answering the calls, overloaded with daily claims. There is a plenty of reasons, I will mention just a few. Although, check-in time is 3p.m. I was waiting for the room till 4.45p.m. Mini bar in the rooom was empty (you have to ask for mini bar in 5* hotel), neither barhrobe nor slippers were available (we also have to ask for them), TV was not in the function, the cleaning lady took all the glassses after the cleaining including some private bellonging (spoon), since she obviosly does not have any guidance from her superior/hotel management. Not to mention that it is afternoon (1pm), and that daily room cleaning is not done yet?! Breakfast and dinner are much, much worse that during our previous stay, if you come after 10 a.m. you should obviously feel lucky if you find anything to eat. Not 5* star hotel experience, not even close to Grand Metropol hotel service we used to like. Poor, poor experince, a lot of stress is put on the staff, since it seems that no one is sure what and how the things should be done. Speaking about staff, the only shining stars in this extremly dissapointing experiance are two young concierges, in charge for all small inconveniences such as safe deposit fix, Tv etc. Great attitude, very polite, but unfortunately not enough for all the inconveniences we are facing during our stay. Dear Metropol management, you have just lost premium from you tittle, unless you change your client experince you will lose much more: your reputation, which was built for decades now. With best regards