Bugs in a five star hotel?

I herewith lay a written complaint regarding my recent experience at The Palazzo Hotel.

I booked in on Monday, 30 December 2024 and after arriving back at the room from dinner, I found used false eyelashes on the floor (bear in mind I do not use any type of makeup or accessories), as well as two dead ****roaches. Having found the above, I started inspecting the room and found layers of dust under the bed plus a used tissue.

It appears that the room was not cleaned and now one wonders whether the bedding was indeed changed after the previous visitors left.

In the Executive rooms and Suites that I have stayed in previously, face cloths were provided, however in the standard room no face cloths were provided. With the rooms situated on the first floor it is my opinion that the same standard of what the room is equipped with is not followed through to the rest of the rooms. From the second floor up to the fifth floor decent curtains are used on the first floor the curtains used is not up to "five star experience".

Anel the House Keeping Manager visited my room after I have addressed a verbal complaint with the manager at the reception desk, but I found that she was not truly interested in what was found in my room and my complaint. I do understand that they need to follow protocol and have the room cleaned, however, this did not satisfy our basic hygiene and safety.

I was not provided with the offer to move rooms for our health and safety.

If I only found a little bit of dust in my room I would have overlooked it but having to find the above severe health hazards, I am truly not satisfied with my stay and recent experience at The Palazzo Hotel.

Reading regarding ****roaches it states studies have shown that ****roaches have been linked to asthma as well as other allergy symptoms and severe other medical conditions. This is not surprising if we refer to their filthy dwellings and interest in consuming decaying organic matter. In fact, ****roaches can carry and spread a variety of different bacterias that can impact your health. Their fecal droppings, salivas, and shed skins that are kicked out to the air is known as the source of potent allergens which can cause bouts of rhinitis and asthma in some individuals.

The Palazzo Hotel has been my "second home" for the past 6 months with me visiting almost each weekend, and with each weekend I found that the restaurant staff is not there to upkeep the image of the hotel. Each weekend there is something that one gets frustrated with, for example: You have to wait very long, sometimes your breakfast is done before a waiter attends to your drink order. You order tea with cold milk but they bring warm milk. They also give hot chocolate which contain nuts, however, I am was not made aware of this and me having a nut allergy this is not save at all. I have addressed this with the manager on duty approximately five times but he seems to get very arrogant when complaints are addressed. Today, at breakfast my daughter was still busy with her main breakfast when we got up to get some fruit and yogurt, however while we were busy dishing the waitress. Suzan, removed all our plates and my half cup of tea. She looked me right in the eye where I was standing in the middle of the restaurant but still removed everything from our table. When asked where my tea is and why she removed the plate still filled with food, she stomped her foot and with an attitude asked whether she can bring us anything else. While observing her attitude and body language we declined anything else.

I am not usually a person that complains but it appears that what I thought was basic hygiene and customer service is not part of The Palazzo Hotel's vocabulary.

I am booked for a 5-day stay, and having the last 24-hours in my mind, I truly dread the last days of my stay.