Review of Grand Hotel Da Vinci 5*

DISGUSTING — Horrific Hotel & Customer Service — Don't stay Myself and 2 other colleagues (one of whom has shared their experience below) stayed at this hotel a couple of weeks back. We had asked the hotel to ship some valuables for us, which they happily agree to do. Some of the good were fragile and we insisted in the clearest terms just how delicate the items were, that they would specifically be required to use bubble wrap, and lots of padding to avoid breakages. They confirmed that they would. All of our items turned up broken in pieces. Some of which were of real sentimental value personally and it was very disheartening to receive our shipments like this, notwithstanding the monetary value. Nothing was packaged with any kind of padding, or bubble wrap. Glass & ceramic was wrapped once in newspaper and all of it was shattered. The hotel were careless and irresponsible in their handling of our valuable items. Since this, we have reached out to the hotel numerous times to implore them resolve the matter. They have evaded responsibility at every single turn, not replied to emails, denied everything, pushed us from pillar to post and outrightly lied to us! They have not made one single gesture of apology, or any attempt to show they are remotely interested in assisting us. Furthermore, they booked us a car for 12 hours, of which we only used 6 but were charged the full amount. When we explained this to them, they simply said it was out of there hands and had nothing to do with them… an identical response to the breakages. An objective word on the hotel itself: It is an eerie place. The bathroom fixtures and fittings in the rooms are poorly fitted with water spilling out of the shower everywhere. The food was substandard at best, the place was often empty and we'd have to go looking for staff for assistance. While there are pleasant aspects to the room sizes, any redeeming features are superficial, and do not warrant this hotel being in the same league as other 5 star hotels. The real, essential quality of a 5 star hotel is their dedicated service, how much they care and how they approach guests. The above would never have happened at a Four Seasons or Dorchester Collection, because training, service, good sense and experience would have prevailed. The pos-stay customer service is shocking, For this reason, the hotel fails and nothing else counts. I will personally never forgive them for not taking the basic care to ensure our goods had at least a chance of arriving safely. How they have since handled the situation, disgusts me. With Regret.