The hotel really dazzles with its chic and luxurious design. The interior is beautiful, with a vibe that feels exclusive and upscale. However, the service was a letdown and didn’t match the high-end look and feel of the property.
When we checked in, the staff member at the front desk simply pointed us to the stairs . We assumed this led to an elevator, but instead, we had to step outside and walk to another building to reach our room. Not exactly the warm welcome we were expecting.
Our room wasn’t cleaned during our stay. They didn’t provide door hangers to indicate whether we wanted the room cleaned, so we assumed it would be taken care of. At the very least, they could have emptied the trash bins. Even the common restroom in the lobby ran out of toilet paper, which was surprising given the hotel’s focus on aesthetics and luxury.
At the end of the day, Hotel Heron seems to be all about optics- looking the part but not delivering when it comes to basic service. While the design is top-notch, the lack of attention to customer experience left much to be desired.