Unfortunately it was the worst experience I have had in my life with a hotel. I was attending a company conference - SKO24 for a week, starting on JAN/22th - 27th, I was on the 6th floor, on my second day my door lock was no longer working, I had to call reception from a phone they had in each floor, wait for 10 - 15min for them to send a person that could never open the door at 1st attempt, and they had to ask for security with another special key that did not work and than... after maybe 25-30min a person with manager "super special" key was sent and finally I could enter my room, it was something related to "deadbolt" I believe. The first night they mentioned they would send someone from engineering next day to fix it, and I accepted, thinking I would be fine, the engineering person never appeared for the next 3-4 days, and I had issues to enter my room multiple times for the next days... 3x or 4x times per day, everytime (even explaining the issue, and mentioning my room # in all contacts), and asking for them to check previous tickets for my room, and asking for the special (manager / super high security key to be available) they sent a person that could do nothing after 15min, that had to ask for a 2nd key that would not work, and than after 25-30min someone with proper "master" key. I was 30min late to our cocktel event, 1 hour late to company party event, and allways late to some meetings, I could not forget anything in my room, because I would not be able to pick up quickly, my friends could not come to my room to get anything because we would never be able to open in less than 25min, and no one in the hotel was aware, reception was normally full, so I called from 6th floor phone to ask for help everytime, tickets did not make any reference to my room #, no one had any historical data, containing my previous issues and resolutions, everytime I had to explain everything again to 3 different people and wait countless minutes, getting nervous, disappointed, frustrated and late ALL the time. They offered me to move to another room only the night before my departure, so I mentioned it would not make sense, I was leaving next morning, and I had to pack and prepare my luggage, this last day was even worst, I had to quit hotel at 11am to airport and some of my colleagues were waiting for me, another 35min+, lots of explanations, 3 different folks coming, and I could only access my room after a longer period that morning, they did not consider any of my explanations of previous days and recent issues, and how teams were fixing it before, they had zero history in their systems even after 3 days..., I could only access at 10h52 to pack my stuff and quit at 11h, I was desperatly crying, and considering I would lose my 11h+ flight back home. I would never expect such poor service of this type of hotel, and even worst (zero computing / data / tech resources to have history of their guests trajectory, experience and complains related to a room #). It makes no sense a beautiful, charmy place, well located with such a poor level of service, lack of processes and tooling to help their guests in a faster / seameless way when a real trouble occur. The frustration and impact to my trip was enormous, that type of bad experience we will not forget, Easy to fix it, company should do something about it,…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.