鹿特丹斯拉克酒店-臻品之選

Summary : Absolutely dissapointing and unacceptable that housekeeping or someone peed in my toilet whilst I was away. Lack of acknowledgement from upper management. I initially had high expectations booked The Slaak due to the high number of good reviews across all platforms and the fact that it is the newest 5 star hotel from a major global brand. But as someone who also works in the hotel industry let alone should this happen to any guest - what happened during my stay is absolutely unacceptable for such a hotel. The issue on the first night is quite understandable. My eurostar was delayed and I arrived late, got to my room and found that the lock (chain lock) is broken (room 308) and not attached to the door (see photo for reference). I asked to change rooms, in which the AC of the 2nd room (room 307) was slightly warm but as I was tired and it was nearing 2am, I decided to give it a go for one night. Also need to note that there are no amentities such as slippers or bath amentities in this hotel. And even more surprising that there was no information (hotel directories etc.) about what services were available… Secondly and the most unacceptable issue was after going out on the 2nd day, I came back to find pee on the toilet seat and floor. I assure you as someone who works in the hospitality industry myself, that I do most certainly know it was not me and that this is absolutely disgusting for me as a paying guest to find this. I understand that housekeeping is outsourced but that is not an excuse at all. I spoke to the Michaela who was working for the night reception shift and was helpful about the broken AC as well so she moved me to a much better room for the rest of my trip. She apologised and assured me that management would be informed and I was given 2 bottles of complimentary water. Unfortunately management seemed totally unaware of the happenings and when I asked to see the GM I was informed that they would be in webinars all day. Pitiful excuses. I was going to give the lowest rating possible however the only redeeming factor in this is that they were able to give me 1 night’s refund from my 6 day/5 nights stay (7-12th September 2023). Michaela also seems to be the most helpful and customer service oriented staff available so The Slaak/ Marriott brand should consider themselves lucky to have her. I will not be staying in The Slaak again. What a waste on such a beautiful, historically rich establishment to have terrible service.