“On arrival, I had to wait 90 minutes after the advertised check-in time for my room to become available. To access the room and avoid an even longer wait, I had to accept that the dishwasher was still running and would have to unload myself. The poor lass on reception had no visible support and was trying her best to deal with other disgruntled guests too who had also been forced to wait. On entering the room, it clearly hadn't been cleaned properly, just a cursory wipe down. There was a dirty plate that had been left in the microwave and no coffee pods in the room. There were also visible hairs in the bathroom. To top it all, in 30 degree + heat, the air-conditioning wasn't working. I was told that I couldn't change rooms until the next day at the earliest. I was given a fan for the room but this didn't help. When I went to change the room the next afternoon, there was a very rude guy working on reception who tried to persuade me to keep the room I had. He took a phone call while he was dealing with me and proceeded to deal with that customer's enquiry for 10 minutes before returning to me. I worked in customer relations for 16 years and one of the basics is to give priority to the person in front of you, take details of anyone who calls and then return their call at the earliest opportunity. Fortunately, the receptionist from the previous day appeared and managed to get me a room with functioning air-conditioning. I sent an email to the hotel manager outlining my issues the next morning but they didn't bother to reply. This hotel seemed very understaffed with no visible duty manager support. If there are staffing and maintenance issues, this should be addressed as a matter of urgency. Perhaps a review of check-in Check-out times needs to be undertaken so that guests are not unfairly made to wait for their rooms to be properly readied for their arrival. This was my first, and definitely very last stay in an Adagio Aparthotel and I will make every effort to dissuade any friends and family from ever using one.”

“I checked in on a really hot July day and had to change 3 rooms before I got a room with a functioning air-conditioning. Can't say the same for my colleague. He had to spend the very warm night in a room with a kapoot A/C. The staff (Jasmine) was very polite and apologetic. She salvaged the situation. Would have given a lower rating if not for her.”