My recent stay was deeply disappointing due to the poor service provided by Azhur and the front desk staff. From the beginning, it was clear they did not have our best interests at heart.
We dropped off our bags at 1pm and confirmed that our room would be set up for three people. This had been assured via email by Bia Bunch. However, at 5pm, the room was set up for only two. Bianca at the front desk assured us this would be fixed by our return from dinner.
When we returned at 11pm, nothing had been done. Azhur and Bianca promised to bring up sheets to make the sofa bed. After 30 minutes of waiting, we had to call and chase them, wanting only to sleep. By midnight, Azhur arrived, only to discover that our "sofa bed" was just a sofa.
This is unacceptable for a 5-star hotel, especially since we paid for a suite to accommodate four and had written confirmation for three. Their only response was that they were fully booked and nothing could be done. This is not an appropriate response.
As a result, I had to sleep on an uncomfortable sofa with makeshift bedding. My sleep was disrupted, and my experience was ruined by having to chase staff for basic accommodations until midnight.
I am profoundly disappointed with the customer service at The Chelsea Harbour Hotel. Smita at the front desk acknowledged the unacceptable nature of our experience and assured us that a full refund would be approved, we are still waiting, after chasing.