4 star rated hotel, NOT!! Don't be fooled.

4 star rated hotel NOT!! For view maybe yes but thats about it!! We are well traveled both locally and internationally and this has by far been one of the worst experiences. We've visited this establishment before and thought we'd give it another go but oh so very disappointing. For the amount of money spent (5 figures) it is not worth it. Your star rating should be re-evaluated because our experience was definitely not 4 star. Firstly when making the telephonic reservation we had someone on the other end who instead of listening to hear, listened to answer without giving me a chance to finish sentences and thought chiming in to get their point across was best. The room I was allocated was in poor shape... had an old odor, cupboards smelt moldy, curtains filthy and broken, all drains blocked (maintenance called out twice), bath looked like it was chiseled away at, dust and spider webs in corners of ceiling, loose tiles, loose toilet seat that didnt cover the toilet properly and buzzing electrical board which nobody else other than us were concerned about when reported. No assistance with bagge was offered, not at check-in or check-out, something usually received at a 4 star establishment. The tea/coffee was not replenished, nor was the bath products... not even slippers, which is usually received in a 4 star rated hotel. Oh and when the room was serviced none of the used/dirty glasses were removed and replaced with clean ones. They didn't even clean the bath or give the carpet a vacuum. No wonder the dust smell is so prominent in the room. The bar and restaurant is quite under staffed. Waiting times for service is well below standard. The staff for lunch and dinner shifts were not the friendliest or best trained but I too would not want to put on a smile if I had to be running around like a headless chicken during those times because we're so few. Huge shout out to Lucinda however from morning shift, she is amazing. You should give that woman a promotion! She is the example of customer service. Not even your front staff is as friendly and helpful as she is. I have received better quality and service from some other 3 star rated establishments, so disappointing. Positive is that you have good pillows, oh and you have a spa! Although the spa facility leaves much to be desired - not up there alongside other 4 star rated facilities but the beauticians working there are friendly and deliver a good service despite what they've been provided with. I really hope that you can bring your facility back up to par. Your location is amazing but you are bamboozling visitors by using the view as a Trump card because your establishment certainly is not 4 star!