Definitely not a five-star experience. The hotel may be beautiful, but the customer service culture is nonexistent. If everything goes smoothly, you’ll probably enjoy your stay—but if you have a problem, don’t expect flexibility, empathy, or solutions.
I made a booking-date mistake, fully acknowledged it, and still received zero help despite my original reservation being seven days away. I had to pay again and lose the full amount already paid.
Five-star hospitality is about how you treat guests when something goes wrong. Unfortunately, this hotel completely failed in that regard.