"My stay had many positives: the room was comfortable, the hotel was clean and elegant, staff were generally warm and friendly, the location was excellent, and the Diptyque toiletries were a lovely touch.
However, several aspects fell below the standard expected of a 5-star hotel. Most concerning was a food safety issue. I advised staff of a prawn/crustacea allergy when ordering chicken satay and asked for no prawn chips. The dish arrived with plain chips, but the “fragrant rice” was mixed with prawns hidden beneath a fried egg. After one bite I felt an immediate mild reaction. If my allergy were more severe, the consequences could have been serious. It was alarming that the allergen was not listed, staff were unaware, and the dish was still served after I disclosed the allergy.
Food quality overall was disappointing. The breakfast buffet felt well below the price point, and bar service was inconsistent, including a cocktail missing a key ingredient and careless wine service.
I was also disappointed the spa was fully closed on ANZAC Day Saturday, as spa access was a major reason I booked and part of my birthday plans.
There were also room maintenance issues: a wardrobe light that would not switch off, doors that would not fully close causing unwanted light overnight, and a leaking cold tap that pooled water on the vanity and soaked personal items.
Overall, a pleasant property with strengths, but several avoidable lapses that felt below luxury hotel expectations."
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