Raphael Suites

Highly recommend this apart hotel due to excellent location and security. Breakfasts are nearby and nice.

On arrival we were given room key cards which did not work. The reception could not replace them. They instead offered to come up and open the room for us when we needed to go in. We got one replacement card the next day at around 1000hrs. They could not give us a second card until 1600 hrs. It was raining and the room was leaking water onto the bed side table the whole night and we could not sleep. This was reported and the maintenance guys came in but left without fixing it. We continued with the leak for the full duration of the stay inspite of further requests for service. The door handle for the main door comes off when you pull the door. We left it in this state. Toiletries were not being replenished. On the last day we actually ran out of toilet paper. Breakfast has been moved to the Roar restuarant and it on very poor quality. We only had it on one day and resorted to having it outside of the hotel inspite of the fact that we had paid for bed and breakfast. We have stayed at this facility many times before and have seen the standards steadily deteriorate.

During our recent stay at the hotel, my expectations were unfortunately not met, largely due to what I found to be significant oversights and, at times, concerning behavior from some members of the hotel staff. As someone who has had the privilege of traveling to over 76 countries and has been a guest at numerous top-tier hotels worldwide, I believe I have a comprehensive understanding of the standards that one should anticipate from establishments that pride themselves on excellence in hospitality. The experiences that stood out during my stay were not in line with these standards. From the onset, the reception was less than warm. While I understand that everyone can have an off day, in the hospitality industry, it's paramount to ensure that guests feel welcomed and valued. Regrettably, this was not the impression I received. Further, there were several operational glitches that marred the experience. For instance, our room service orders were either delayed significantly or mixed up on more than one occasion. Additionally, basic amenities that one would expect to be replenished daily, such as toiletries and towels, were often overlooked. These might seem like minor issues in isolation, but when combined, they paint a picture of a system that is not functioning as seamlessly as it should be. Moreover, during our interactions with the hotel staff, there were instances where their behavior left a lot to be desired. Professionalism, in my opinion, extends beyond just performing one's job duties—it encompasses how one communicates, addresses concerns, and ensures that guests are having the best possible experience. On several occasions, when we raised concerns or made requests, the responses we received were either dismissive or lacked the necessary urgency. This was not only surprising but also disheartening, considering the reputation of the hotel. Furthermore, the general ambiance of the hotel did not resonate with the relaxing and refreshing experience one would expect. Whether it was the noise levels in the common areas, the upkeep of the facilities, or the lack of attention to detail in areas such as dining or leisure activities, the overall feel was that of a place that was not operating at its peak potential. Now, I do not write this review with the intention to disparage but to provide feedback that could be constructive. The foundation of the hospitality industry is built on the experiences and feedback of its patrons. While the physical aesthetics of a hotel play a role in its appeal, it's the intangibles—like service quality, staff behavior, and operational efficiency—that truly define a guest's stay. Given my extensive travels and experiences, I found the current state of affairs at this hotel to be notably different from the premier service I've grown accustomed to at other renowned establishments. I believe that potential guests should be aware of these issues, as they could impact the quality of their stay. Moreover, I sincerel