MGM Hôtels et Résidences - Residence Alhena

Our family had a booking for this month, but the situation in the Middle East means we can’t fly. The hotel’s response was cold: they’re sticking to the policy and won’t allow a cancellation. For a place promoted as family-oriented, I find that shocking. I’d think twice before booking somewhere that puts profit ahead of its guests’ safety.

The pool area was a highlight, and getting around couldn’t be easier: the main gondola is right across from the hotel, with restaurants and bars only a short walk away. Our room was beautiful and huge, with plenty of space for everything. I’d gladly come back.

The location, entrance setup and overall plan for this hotel are good. There’s underground parking, a well-fitted spa and gym, a kids’ area, ski and boot storage, and toilets. The rooms are a good size, nicely fitted, and have great views and large balconies. It’s a shame so many details fall short, because with more care this could be worth the premium price. We paid extra to switch to a room with a view, though no website mentioned that a view costs extra. When we raised the problems at reception, the woman barely apologized, noted a few things, and offered excuse after excuse. She said she’d speak to the manager and send a handyman. He didn’t show up until three days later. He said several items were under manufacturer warranty and couldn’t be fixed, and that eight other apartments had similar problems. He said he’d repair the toilet seat, but never came back. We spoke to reception again on the penultimate day and got more excuses, with no offer of compensation. The place seemed rushed open and unfinished. At the entrance, insulation and pipes were exposed on the facade, parts of the slab work were missing, the outside lift didn’t work, there was a major leak at one end of the lobby, and the terrace was only partly done. In the spa, skirting was missing and there were big gaps in the walls. In the boot room, skirting had already fallen off and the doors were warped. The floor there was filthy, with gravel and dirt throughout the week, as if it hadn’t been cleaned at all. Poor finishing shows up around the hotel. Our apartment had messy, cracked bathroom grout, with gaps where water could get in. A shower screen was propped up with a shim because its hinge had come loose from the wall. One of the mainly sliding doors stuck because it was misaligned. The wall skirtings were warped and crudely screwed back in, one toilet seat was broken, and the walls had lots of marks and patches. Some paneling was damaged. We also found a used pair of boxer shorts in the wardrobe and a dirty towel. This was a hotel that had been open for only three months, so I expected it to be in top condition. The layout also seemed to have changed: the main lights over the table aren’t above the table. There are no side lamps, just the main lights. There’s a lot of wasted space beside the kitchen, while there’s nowhere to put away the toaster, two coffee machines and kettle. Trying to cook with them all out was impossible, so we ended up putting most of them on the floor. The apartment was meant to sleep six, but the sofa seats only three, and more comfortable seating is needed. The dining chairs made a loud noise every time we moved them, audible through the floors. The TV didn’t work with the advertised apps or video casting. The front door has no sound insulation, so we heard every noise, door and conversation in the hall, including when people came back from a night out.

The views were amazing, and the hotel was clean with great access. The food and drinks were lovely too. Thanks for a superb stay. See you again!