Originally Posted by B747-437B

I had a sadly negative experience at this property just after Christmas last year.

My main issues :

a) Security guard tried to make me use the service entrance rather than permitting me to enter via the lobby.
b) Doorman who simply stood and watched me unload suitcases from the car rather than assisting.
c) Porters who misplaced my luggage in the lobby - eventually found that the doorman had "accidently" taken it back outside and left it standing in the driveway where it was struck and run over by a taxi - fortunately no significant damage.
d) One indifferent and moody staff member in the Executive Lounge (others there were exceptionally friendly though and the lounge itself is very well appointed).
e) Having to constantly share the elevators with carts of luggage - I'd rather not be squeezed into a corner of the elevator when staying in a 5* hotel - they should have proper service elevators for luggage.
f) Bedroom windows caked with dirt spoiling the otherwise great views.
g) Front desk staff who refused to give me the GM's contact details when requested, saying that I should not "bother" him by contacting directly - rather to pass my complaints to them to forward.

To his credit, the new GM (Andreas Jersabeck) found out about my dissatisfaction through another source (possibly one of the other front desk staff) and proactively emailed me a few days after I had checked out to apologise for the issues I had encountered. He said that he had personally reviewed the CCTV footage of my arrival experience and would ensure that the staff were appropriately retrained to ensure something like that never happened again.

So a poor experience, but the GM's proactive and constructive approach to fixing it will probably have me giving them another chance.

The property itself is very well appointed. Ballaro restaurant was quite exceptional as well.