Matilde Boutique Hotel

H K6 months ago

1/5

We are a group of 5 people, and we were supposed to stay in this hotel for 4 nights however we stayed for one night and we couldn’t continue and left the next day to a different hotel. We didnt even bother to get a refund, thats how bad the stay was. The weird thing is that when we asked for the checkout 3 days before our actual checkout, the receptionist didnt even bother to ask why and if she can fix things we were treated as unwelcome from the start anyway. When we first checked-in, we felt the room was small and I asked for an upgrade to a bigger room (I also mentioned CLEARLY that i will pay whatever amount it is for an upgrade and a larger room as i was desperate for it) the receptionist was not at all helpful and was arguing with a rude manner that i didnt request this from the start but i told her that “ im requesting now for an upgrade, and i will pay for it i dont want anything for free”. I was desperate for a bigger room as unfortunately we had a sick person with us who needed more space than the room we got. The receptionist was being rude and she wasnt even listening to what im saying, i also told her if its possible to have 2 single beds in one of the rooms as i forgot to request it in booking, she was angry and said that we didn’t request this and started saying that we should not be in the room for the housekeeping to fix the beds to 2 single beds, i was calm and told her thats not an issue we will leave the room (put in mind she didnt bother when i told her we have a sick person with us who needed to rest in a quiet place as soon as possible) her issue was us leaving the room so housekeeping should clean it???? There was no thought and support from her, she could have given a better solution maybe. She was so rude and gave us a first bad impression about the hotel, and her not being accommodating. Clearly we are a group, we were traveling for the past 2 weeks and we had many luggage and the rooms were very small for us thats why i also asked for an upgrade. The rooms were not spacious specially the 3 people room was so tight we could barely move around. There was no kettle, no tea bags, no proper cups to drink from. Also, the rooms were very noisy as the tram was literally under us but this wasnt the main point however its only fair to mention this point as it was super noisy. If you are traveling with your family, the bathrooms are very see-through and very uncomfortable to use, there is no privacy in the rooms. The breaking point was the breakfast buffet!!!! It was so bad and the waiter was chewing gum and talking to us with a condescending manner. The chef was also passing by and on his phone while walking to the kitchen. Everything looked unsanitary and sticky. We couldnt eat anything, the buffet had literally the least variety and everything looked not fresh at all. The plates were not clean either. And the coffee was so bad!! The pastries were super dry. We ended up having the bottled yogurt for breakfast. Also, if you need anything you can only call the receptionist as there is no other number. So basically the receptionist are doing everything which is so unprofessional and not something we are used to from hotels that are 4 starts or 5. We cannot reach to the housekeeping nor the room service, its just the receptionist who does everything. I am so disappointed as i have read all reviews before booking this hotel, this what excited me to book it. However, everything was the total opposite. Totally not recommended for a family. Not luxurious nor quiet at all. The best thing in this hotel was the doorman who helped us with the luggage, he was super nice and very helpful where he can we appreciate him 🙏🏻