Poor experience at the Palace of the lost city

Over the weekend 21st Jan to the 25th of Jan, My family and I checked into the palace. Unfortunately, the hype around the place is misleading. Firstly 4/5 days we had no hot water and a leaking shower. This issue was not dealt with after numerous complaints. Finally, on the evening of day 4, we were moved to a new room where we got a small teaser into a decent stay at the palace. The service from the staff was appalling where it almost seemed as though we worked for them, they were unaccommodating, unhelpful and disappointing. The Palace is not free to stay yet the service felt as though we should be grateful for what we received.

Poolside service was average, towels provided were old, faded, and really should have been discarded by now.

On our final day, it took over 2hrs to bring our bags down from our rooms since logging the call, whereby we waited 30minutes by our cars for the luggage. It took us numerous requests to get our bags down until finally the valet service guy walked up to the room and brought it down

Thank you to Petrus who assisted us with a new room on the last evening of the stay.