ROACH CRAWLED ON US AT 1 AM IN THEIR BED:
My stay at Hotel Diva Opera from August 5th to August 10th was undoubtedly one of the worst hotel experiences I've ever had. The primary issue was the alarming lack of cleanliness, culminating in a horrifying incident where a roach crawled on us at 1 AM.
Daily room service was poorly timed (9-11 AM), inconvenient for jet-lagged guests. Requests for later cleaning were often misunderstood or ignored due to language barriers, resulting in our room being skipped some days.
The night of the roach incident, we immediately reported it, requesting a thorough cleaning later that day. The response was inadequate, with staff seemingly prepared only for routine housekeeping rather than the deep clean we emphasized. Follow-up with the front desk staff, particularly Lea, was met with dismissive and rude behavior.
The situation worsened when we spoke to the owner. This interaction, conducted embarrassingly in the lobby in front of other guests, was nothing short of gaslighting. Despite us showing video evidence of the roach, the owner dismissed our concerns and even suggested we might have brought the roach in ourselves:
1. Claimed the roach was "too small" to be considered a roach.
2. Suggested we might have brought the roach in ourselves with our travel from "other countries."
3. Stated they do extermination twice a year, so it is very unlikely that there was a roach.
4. Mentioned they hadn't had roach complaints "in years" (implying past issues)
5. Used the lack of complaints from other guests to dismiss our concerns
Adding to our concerns about hygiene:
We observed that cleaning staff do NOT use gloves at all, posing serious occupational sanitary concerns for the staff and potential cross-contamination risks for guests.
Shockingly, we witnessed cleaning staff place their cleaning product holder - which moves from bathroom to bathroom and room to room - directly on our bed. This blatant disregard for basic hygiene practices is unacceptable.
The owner's dismissive attitude, coupled with these glaring hygiene oversights, paint a picture of a hotel with severely substandard practices. A simple apology or acknowledgment of these issues would have been appropriate, but instead, we were left feeling dismissed and disrespected. read more