I have been going to this property regularly (about theree times a year, on average one week each). Unfortunately I am seeing a continuous decline in the quality of service, which used to be top notch.
To clarify - the property is nice. It is VERY clean and quality of amenities are great. But my recent experience showed that guests should NOT expect to rely on services: First, check in was chaotic, it took 15 minutes to talk to an agent. The fact that they check in at little tables is nice, but it prevents the formation of a proper line, so frequently guests cut the line and this causes unnecessary tension during check in. Also, there is no separate check in for loyalty program members (I am SPG gold, in other luxury collection properties I check in thru fast track, not here).
Second, the concierge service was VERY disappointing. I wanted to organize a working lunch in the city's most re-known restaurant (Castelli's). The concierge did not have their lunch hours and could not reach them by phone. He sent us there saying it should be OK, but the place was shut when we got there. In other luxury hotels I have stayed, the concierge would know the information of the best restaurants in town like the back of their hand and have their numbers on their cell phone. The next day, we wanted to go to the nearby art gallery of St George's. We asked concierge to call the gallery to make sure they were open, and the same exact problem happened; we got there and it was closed.
Third, we wanted to grab lunch at the italian restaurant in the property. When we got there, only two tables were taken yet they told us it was going to take about 10 minutes to sit down. When we asked why, we were told it would take that long to set the tables (all tables, which were empty with the exception of two tables, were set up by the way). So we started to wait. And after 5 minutes were shown to our table which was empty and already set when we had walked in.
Fourth, the absence of the gym is bad AND they charge you Birr 200 if you want to take advantage of their partnership with a gym in the city. Seriously???
In sum, I will return to this property, but keep my expectations for service to a bare (and I mean, really bare) minimum.
PS: There is a tremendous mark up at the hotel taxis. If you want market prices, walk out of the outer gate and cross the street. There is a group of taxis that are solid and on average cost half the taxis in the hotel.
PPS: The nearby art gallery of St. George is worth checking out and is less than a 10 minute walk.