Time Square Club, Resort & Spa

Property is advertised as 5 stars, but the facilities and services were very poor. On arrival, reception was poor with a lot of wait and just one person at the reception dealing with check-in. Shortage of staff to deal with my request to aid my driver in assessing driver accommodation. The room 209 that they first had us in immediately greeted us with a foul sewage smell and when we pointed this out the bell boy sprayed something in name of freshener but really felt like a mosquito repellant spray. After a while it was clear that the sewage smell isn't going away so we informed reception and were first told, all rooms are full but after making it clear that this room is not good enough we were reluctantly moved to room 311. While we waited for 311 to be cleaned up, we already spotted dirt on surfaces and leftover plastic below the bed and no bin liners. We then moved to 311 and while there was less smell, there was lingering smell and bins still had no bin liners, soap dish was broken on one corner and the wash basin had mold in all the corners and I even spotted a hair which is all indicative of poor housekeeping and not what I would associate with 5 star facilties. Anyway we settled in but over the course of next 2 days the sewage smell kept getting worse and we noticed that the bathroom exhaust was not working, AC was extremely noisy and despite several reminders the broken soap dish was never replaced. Finally, the smell became unbearable, and the last straw was when I went to reception to enquire about cinema that they advertise and was told to call a local number. It was quite an extraordinary thing to expect an international guest to call a local number when a proper 5 star rated service will have that facility of booking through the reception or atleast an offer to help but given they were so short staffed to begin with I can see why that was not even offered. By then, I was very unhappy and made it known so the duty manager Manish got involved.

Some services were displayed but not available eg hammam, everything in premises was shut off after 10 pm eg fountains, lights etc... there was nothing for night entertainment past 9.30 pm! Need to improve on that as PPL come for vacations and do stay up till late night! Tv did not hav much options for channels. Mobile network was not available. It felt like we are staying in some isolated place without any option to do anything post dinner! If a hotel wants to be a five star then it should behave like one! It was a feeling that we have not visited a hotel, instead some relative who is on cost cutting! Bathroom space is very less. Had to repeatedly ask for bathroom Accessories despite of the number of people staying in,it was always kept for one person.