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"We had a cockroach in the one morning we woke up. Brought it up with both reception and customer relations. The receptionist said she would send someone to clean and sanitise the room. It was done but no further dialog, change of room or any compensation took place despite of another approach from our side to customer relations. He seemed to ”care” more than the receptionist and took notes but the hotel did not take any further actions. With kids in the room, this has clearly affected the whole experience very negatively where we noticed a huge lack of service mind in the staff and hotel management. A luxury hotel on the paper with great potential, but a very bad experience.."