First things first: my poor review of this hotel is based on it being a 5 star and us paying a premium to stay there. If it were a 3 star Ibis hotel, then it would have gotten a much better review but as it's not, then I think it was fairly poor service for what you pay. Let me explain .
After reading some of the other bad reviews I think it is clear who their target market is: Middle-aged/ older couples who like to stay in fancy hotels, pay a premium to use their chauffeur services, eat repeatedly in the boring but exquisitely beautiful hotel restaurant (or the first expensive place the concierge suggests) and generally let the hotel dictate your holiday for you. Nothing wrong, just not how the slightly younger generations travel these days.
We're a couple in our early 30s who do a lot of travelling and like to 'control' our holidays; we're always on trip advisor planning our next day or choosing a restaurant for dinner, we use local transport and enjoy a bit of variety. Personally, I don't think this hotel caters to - or particularly wants to cater to - couples our age.
From the beginning when we checked in, the staff were friendly but fake - the blonde lady at concierge looked down on us as if we had crawled in off the street despite the fact we were trying to book the most expensive massage in their spa; she acted like she was doing us a huge favour. She was just downright rude and snobby.
Wifi: ridiculous! It was cheaper for us to pay the daily O2 roaming rate than purchase 1 hr of Internet usage in the hotel which is just disgusting! Yes, you get 1 hour free in the restaurant but that is 1 hour from when you activate, not total usage and it doesn't long! Oh, there are 2 computers in the lobby which are free or you can upgrade to an executive suite for free Internet. Come on...most hotels these days at least give you free wifi in the lobby - why try and make money out of something which, these days, is generally the norm? Receptionist's condescending response was we are on holiday and shouldn't be using the Internet, what century are we in?
A bit of good service but as a result of bad: On the first night our mattress was awful, it felt like a cheap no name brand from Ikea - every movement caused springs to move and pierce your ribs and wake your partner. We requested them to swap it the next day which they did with a much better one. But I wonder which unlucky couple ended up with the terrible one...
Back to the concierge, after failing to get our massages booked at the same time and trying to convince us we should do them one after another (which we didn't want to do!) she eventually got them half an hour apart. The day of the massage we went to double check the times and she had moved them to the same time, which was great but why did no one tell us? Her response was "oh sorry". Again, a 5 star response? I think not.
The massages were good albeit carried out by external masseuses however after a 90 min massage you expect to be offered some water - we tried to get our own from the gym area but the water machine was empty (!) which ruled out having a sauna... again not the end of the world but this is a 5 star hotel!
Breakfast was average, the bacon was particularly dry and overcooked and maybe only 2 or 3 basic cereals on offer, which, with a restaurant with such a high reputation, we were surprised and actually decided not to eat dinner there based purely on the poor service (always getting rushed by unfriendly waiters) and average quality of the breakfast.
I don't like writing bad reviews but I really think the Imperial Art Deco failed to deliver on so many occasions it is warranted. With hotels, sometimes it's the little things that count....and there were none of these which was very noticeable!
back of the hotel away from the tram was very quiet.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Guest, Thank you for bringing some items to our attention. We are glad for any feedback you may have. I am sorry we did not quite deliver up to your expectation. Would you be willing to share more details of your experience with us directly? I trust we will be able to make it up to you in some way.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.