Cold

Liked: Breakfast
Disliked: Dear [Hotel Management],I was a guest in Room 2401 on December 30, 2024, for one night, booked to celebrate my husband's birthday. Unfortunately, upon arrival, we discovered that the heating in the room was not functioning. We immediately contacted reception and spoke with Tihahna. However, she was unable to resolve the issue as there was no manager available that night. She kindly offered us a 15% discount and complimentary drinks. While I appreciated her efforts, I felt that this was not an adequate response to the situation and didn’t fully address our disappointment. I also recognized that it was unfair for her to handle this on her own without managerial support, so I refrained from expressing my frustration directly to her.I had booked a luxury room for this special occasion, but sadly, the experience did not reflect the luxury we had expected. Despite the provided heater, the room did not feel any warmer which significantly affected our comfort. Tihahna explained that the 15% discount was the best she could offer in the absence of a manager, but she suggested we email the manager to request a further reduction.Given the circumstances, I feel that a 15% discount does not adequately compensate for the issues we encountered. As lack of heating in a luxury room is not something we would expect from a hotel of your standard, I kindly request a more substantial reimbursement. A 50% refund would seem more appropriate under the circumstances.Additionally, I would like to point out that the complimentary drinks, which were a kind gesture, arrived at the bar at 9.45pm only to be told that it was already closed and no longer serving. This was another disappointment, as we had hoped to enjoy them after a long day.Due to the uncomfortable temperature, we had planned to visit the Cube area for drinks but ultimately decided to stay inside rather than face the cold outside, which altered our plans.