Extremely disappointing experience – safety concerns and poor customer service

I am extremely disappointed with my experience at this hotel. For a five-star establishment, the level of customer service and assistance I received was far below what I expected.

The parking is also unnecessarily expensive, which leaves guests who cannot afford the parking fee having to use the outside parking area. In my experience, this is a serious concern because the surrounding area appears to be a high-risk zone for vehicle theft. My car was unfortunately ****** while I was at the hotel.

What has been even more disappointing is the hotel's response following the incident. Instead of feeling supported as a guest, I have felt completely left on my own. Trying to obtain CCTV footage that could potentially assist with the investigation has been an extremely frustrating process. I have been sent from pillar to post simply trying to get assistance and clarity.

For a hotel of this standard, I expected much better communication, urgency and compassion towards a guest who experienced such a serious incident on or around the hotel's premises.

I strongly believe the hotel should be transparent with guests about the security risks associated with its parking arrangements and clearly communicate what assistance, if any, they can provide should a vehicle be ******.

If you are considering staying here, please think carefully about where you park your vehicle and the level of assistance you can realistically expect if something goes wrong.

A five-star hotel should provide more than a five-star appearance, it should provide five-star service, security awareness and accountability when its guests experience serious problems.