Kempinski Hotels
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SLEEPLITTLE WARM NIGHTS AT $400 PER NIGHT
Room-Otherwise fine but airconditioning was horrible! Warm days (end of April) and come home to a stifling room! After fiddling with the thermostat we waited the first night for it to cool. After about 45 minutes realised it's not cooling at all. Called the reception, opened the french door because the air outside was now cool at night. Waited, they sent a technician who shut the french door, told us to keep it closed, fiddled with the thermostat a few seconds and left. He could not speak English. We waited another 45 minutes and no cooling. Now it's late at night we are dying to sleep. My wife is in bed. She has the ability to sleep in warmer temperature but not me. She would have gone to sleep but the technician's visit and my many phone calls kept troubling her. I finally had to ask for a manager and explain everything. They said there was a central control for the entire hotel and they would have to call the technician that was off duty now. Wow! This was a room that should have been cooled and prepared for sleep, before we came, as one would expect in a 5 star deluxe hotel. And here I was struggling to get any cooling going at 1am in the night-with my wife tossing in bed. Long story short, it was about 1.30 when a poor little cooling started and must have been 2 am or later when I got to go to bed. Next morning we were late for breakfast. Next day, I reminded them again, so as to avoid a repitition of the previous night and we were able to sleep well. Third night, believe it or not again the room was so warm! I hated it! I am paying $400 a night and they won't give me a room comfortable enough to sleep! To be short, the third night was also wasted like the first one-little sleep. After the first night, I met the hospitality manager (I believe that was her position). A Russian lady who was polite and explained that they have this problem every April and September when the weather is changing because they can either have heating going or cooling in the entire hotel. They will address this issue next year. Did you inform us on the website that that's the case? I would NEVER have booked this hotel! She offered a free massage at their spa. Because it happened again on the third night, after all this complaining, I was pretty bugged. So, I met the Front Office Manager and the General Manager at check out time and demanded my money back for the two nights where they did not provide cooling and ruined our sleep. They were both uncaring, unapologetic and refused any refund or compensation. Left very unsatisfied!!!