M Hotel - Different Hotels

The hotel has a beautiful setting and generous spaces, and I can see that it could improve. But the cleanliness is so poor that the place smells bad, staff are unfriendly and hard to find, and maintenance issues are visible in the common areas. It feels like a four-star hotel in decline. I've stayed here before, and the service used to be much better.

What a change from our August 2025 visit, when the hotel was just okay. We liked the view then, and breakfast earned 4 out of 5. The city-owned parking right by the hotel was expensive, which was odd. On our return in mid-September, the room was dirty and the only duvet was filthy, smelled awful, and looked like it had been used as a picnic blanket on dirty ground. It was too small, too. The room fan was an industrial one, far too loud to use. The sink wouldn't drain properly, the desk lamp didn't work, and nobody ever answered when we called reception for help. Then both elevators stopped working. Breakfast had fallen to 1 out of 5. We paid for a nightmare. I wouldn't believe it if I hadn't experienced it, and we won't be staying there again. Things really were different.

We only went for dinner, not an overnight stay. The dishes were explained to us, and both the dessert and sparkling wine were great. But getting through the three-course meal took four hours, and the main course was undercooked. Someone in our group asked the waiter to save some bread for the main course, but even that simple request was refused.

The staff were friendly and willing, though they may need more direction. Management should walk the property more often, do spot checks, and deal with small issues as they come up. The hotel has the potential to be a clear four-star place, and I'm sure some rooms are being upgraded and service is improving, but the details and follow-through keep dragging it down to three stars. Two technical points stood out. It takes five minutes of running water before the taps get warm, which wastes a lot of water. And if there are two elevators, both should be working. The carpet in the elevator also needs vacuuming. It gives a very dirty first impression on the way to the rooms. I've done service quality reports before and would be happy to help management make things better. This property is crying out for more attention, and it deserves it. Giving it the benefit of the doubt, I scored it a 3 rather than a 4 overall.