Property itself deserved 4 stars, but unfortunately the service brings the rating down.
This is a nice property overall, the beds were comfy, overall cleaned, but some stains around the bottom of the tub that needed some attentions. The service was subpar and brought the overall experience down. Before my family headed to the indoor pool, we asked the front desk if we needed to bring the towels. The lady said no, there should be towels in the pool. We went to the pool, no clean towels can be seen, we walked up to the front desk again, requested for the towels and was assured someone would bring them in. We enjoyed our time in the water, as 30 mins passed, no towels yet… My husband went up to the front desk asked for the towels, still got the same response that someone would bring them in. It’s an hour and a half in the pool, my 1 year old started shivering, crying to be carried out of the pool, still no sign of any caring staff at all. Eventually my husband, soaking wet walked back to the room through all those cold air conditioned hallways just to bring us the towels. There were another couples in the pool who called the front desk before they got in the pool as well. We gave them 1 of our towels before we left.
I raised my concerns to the same lady in the front desk the next morning, she didn’t care to ask for our wellbeing, she just simply said, “oh sorry, it was busy, I told the maintenance team already.” Her tone didn’t have any empathy nor being apologetic about this.