Having got married at this hotel three months earlier, we booked 10 nights in this hotel hoping that the service might have improved since our wedding where the service fell down on a few points. Unfortunately, the service has descended into the worst I have ever known at any hotel I have ever stayed at. Second day in the hotel, the cleaners came to clean the room and we asked if they could come 15 minutes later when we'd be gone. They agreed, but never came back. They simply decided not to bother cleaning our room and we were left with dirty towels and no toilet paper. This was later rectified after we complained when we returned at 9pm in the evening, but we had to vacate the room for a short while when we were tired from the day and really just wanted to settle in for the night.
Breakfast time: every day was a surprise. All we wanted each morning was a Full English Breakfast, the first item on the menu. Each day we got something wildly different to the previous day, and never really a Full English Breakfast. One day, chopped tomato salad instead of a fried tomato. Some days, processed meat sausages, some days tiny cocktail sausages, some days proper sausages. Some days, hash browns, other days none. On two days, they had no baked beans. But each day was an entire teaching exercise just trying to order a Full English Breakfast. The waiters invariably didn't know what one was, with some thinking it involved omelette, some thinking it involved waffles, some thinking it involved eggs benedict, but never actually knowing the real ingredients. And each day I had to explain until I eventually just said, "Ask the chef." One day (the ninth day in fact) was particularly painful. I waited a whole hour before finally getting the correct food. During that time, the waiter brought me a plate with two cocktail sausages, two fried eggs and a bit of bacon. I asked to bring it back with the rest of the breakfast. Half an hour later, he brought me a plate of six pastries!! I was patient up to this point. This is when I became angry and spoke to the manager. I wasn't sure if it was a joke or stupidity.
On top of all that, the Wi-Fi Internet is the slowest I have ever encountered in a hotel. For example, all streamed videos spend most of the time buffering, even at low quality. On our second-to-last night, it was particularly slow and I could not conduct my work or run my business. I spent almost three hours in repeated calls and conversations with the duty manager, receptionist and maintenance guy. Their solution - to switch the router off and on again. Each time I complained it was still slow, they just tried the same thing again. Eventually, they said "maybe it's outside" and I'll "have to wait until tomorrow because everyone's off duty". How ridiculous. Hotels are paid for on a nightly basis. So if I can't conduct my business on a particular night, the next day is irrelevant, especially if only one night has been purchased. They assumed that, because I'd paid for 10 nights, I'd be OK with the service being non-existent for one night. When I conveyed this to the duty manager, he retorted that I am getting service because I have a room. I've never heard a more absurd comment from a hotelier. If I knew that I would not have good Internet access, I wouldn't have even had the room. I would stay elsewhere. He became rude and condescending and even started to eyeball me in silence at the door of my hotel room. He also suggested that the slow Internet was due to wires being stolen from a nearby Mauritius Telecom site two weeks earlier. If that were the case, then why was I not notified of this when booking so that I could consider if this would be an issue for me? I became upset and angry and I found out the next day that all the staff had gossipped about the incident. And for the last two days, there seemed to be a very frosty demeanour from Trishi the Rooms Division Manager. For example, he seemed to ignore me at every opportunity but was very friendly to my wife. I found this odd and very contrasted to the days before the incident.
I found the general quality of the service very poor, and staff seem to have no consideration for the inconvenience we are put through as a result of the "minor issues". The reception staff appear to pass the buck constantly and simply don't care about your comfort. They'll let you struggle along as if you're just a name on an invoice and nothing more. Other 4- and 5-star hotels such as LUX* go out of their way to ensure every aspect of your stay is perfect. At the Address, if there's an issue, their policy seems to be, just deal with it, and we might sort it later for the next guest.
After staying here for 10 nights where every single day was littered with problem after problem and terrible service, we will never ever stay here again. Very sad given that it was the place where we got married.
The only good thing about the whole stay was the Izumi restaurant where we had dinner on our last night. The chef was very entertaining, but even then we felt a little awkward because Trishi was on the same table with his wife, and there was a clear air of tension.
Finally, on our last two nights, we were upgraded to a superior room for free. The room was nice until I had a shower and it pumped out mud instead of water for the first few minutes. And the corners of the floor in the WC were caked in dirt that the cleaners obviously routinely miss. Not pleasant.