Palette Signature Hotel

We arrived with four adults and five children and only then discovered at reception that the hotel had cancelled our stay. They blamed us at first, then booking.com, and eventually said it was some unexplained system error. No one could tell us who had cancelled, and nobody tried to sort things out or help us find somewhere else, saying they were fully booked. We were left on our own to find another hotel. Thankfully we found one not far away. When we checked in, its staff said they'd heard quite a few similar stories and that Palette Signature Hotel had recently changed its name. I wouldn't risk booking here and would advise families to look elsewhere. While arguing at reception, some of us looked around. The place wasn't in as good a state as the pictures suggested. The pool is tiny and some areas need renovation. The other hotel's staff also told us this wasn't the first time they'd heard of a cancellation like ours.

The restaurant attached to the hotel, Soul in a Bowl, was the one bright spot. It's run separately, and both the food and staff were amazing. The hotel's location was excellent and the price was cheap, but management seemed not to care about basic maintenance or guests. They made promises, but staying here felt like a big gamble, and I wouldn't recommend it. My family and I had multiple rooms over two weeks, and four of the five had similar issues. The AC didn't work in 30+ degree heat, the bathrooms were mouldy, the fridges were at room temperature, pillows and sheets were stained, and the pool filled with algae. We asked for another room right away because of the AC and mould, and for several days were told they'd let us know when one was available. Rooms were turning over, but we never got moved. We ended up buying a pedestal fan for $30 to sleep, and mould cleaner to use in the shower. We had booked a pool-access room but were put upstairs instead. Over the two weeks, our bedding was changed once. Otherwise the stained sheets and pillowcases were left in place when the rooms were cleaned. The pool was okay during the first week, but later it had algae and other things in it, which I noticed after getting in. Staff said it had just been cleaned that morning, but one end was visibly green. I developed a rash all over my arms that took a full week to start improving, even with medication. I'm glad I warned my family not to go in. The hotel also has mouldy bathrooms, stained bedding and pillows, and empty promises to fix things. If you like those, this is the place for you.

The service was poor and the place wasn't clean. The AC wouldn't cool the room even at 18°C, water leaked from the ceiling, and the pillows smelled. They didn't make up the room even though I hung the sign. Staff said guests have to request housekeeping, as written on the consent form, but they should tell people that when they check in. The Wi-Fi was bad as well. I asked the front office many times, and eventually they said the internet was under maintenance. They didn't add more mineral water either, so we only got two bottles. The worst hotel I've ever stayed in.

The pool was clean and had plenty of shade while we were swimming. My kids and I had a wonderful stay. Our room was spacious and modern, and the air conditioning worked perfectly. Breakfast and other meals came in good-sized portions and were reasonably priced.