Platinum Adults

On our first day, part of the bedside table broke off and fell on my sister’s foot. It was a heavy wooden board held on with DOUBLE SIDED TAPE, which had dried out. We tried calling reception and the other numbers we’d been given, but waited on hold for more than 20 minutes. None of the numbers ever answered during our stay. When I went to reception, I was told the manager wasn’t available, and I asked for a first aid kit. Medical staff later came and said we were lucky no bones were broken and recommended a hospital visit. The next day, maintenance came to fix the stand, and we also heard drilling in other apartments. My sister’s leg was bruised and swollen. She couldn’t ski or go to the spa, could barely walk to meals, and we lost two days of our vacation. On the second day I spoke with the manager, Karolina, about compensation. We discussed extending our stay and finding activities for my sister. On 30.12, the third day, I tried contacting the manager and reception again for an update. The manager wasn’t available, and we were told to wait. I asked to hear from her before 31.12, New Year’s Eve, because our stay wasn’t enjoyable at all. Later, the manager texted that she could come on 31.12 to check my sister’s leg herself. She said she didn’t understand why we were so frustrated and wrote that NO PROMISES WERE MADE. At reception, a guest experience specialist told me the manager was just very concerned about my sister’s wellbeing and wanted to check on her from the bottom of her heart ❤️. When I asked what my sister could do that might be as exciting as skiing or the spa, they suggested the live music in the hotel lobby lounge. The manager then messaged again saying we could talk AGAIN tomorrow. On 31.12, the manager texted that our stay had been extended by one night. My family was already distressed by the constant changes and difficult communication. We replied briefly and never heard from the hotel again. We spent 5 out of 6 days mostly indoors, and celebrated New Year’s Eve in our hotel room. My sister’s foot got better on 02.12, the only day she could be active. We also had massages that day, which were a bit disappointing. No promises were made about having a good time here, or about not being injured by a heavy wooden board. We were left wondering who had given the hotel its 5 stars. The rooms had nowhere practical to dry wet outdoor clothes or hang them, and there was no boot drying space. The floor kept getting wet, with nothing in the apartment to clean it, so we had to use paper towels. Housekeeping didn’t visit once. The website said bathrobes and towels would be changed every 2 days, but they weren’t. We had to buy trash bags and take them out ourselves. Calling the hotel’s pool a Spa feels wrong: it’s an average children’s pool with a shared changing area for men, women, and children, and it wasn’t much fun to keep swimming around kids. There’s also a 16+ sauna area and a floating pool that could use renovation. The distances were another problem. At least we had breakfast in the neighboring building, but walking to the main building in bad weather was unpleasant, whether going to reception or eating at the hotel’s restaurant, whose menu lacked variety. There was no room service at all.