Elite Byblos Hotel

I am incredibly disappointed with the front desk service at this hotel, especially considering it promotes itself as a 5-star property. We arrived on May 29 at around 3:00 PM, the standard check-in time, yet we were made to wait for more than an hour before our room was ready. During that time, we repeatedly approached the reception desk for updates, only to receive the same response: "The room is still being cleaned." While the receptionist apologized and explained that the hotel was short-staffed due to the holiday period, staffing issues should not become the guest's problem. A 5-star hotel should anticipate busy periods, plan accordingly, and maintain service standards regardless of occupancy levels. What was most disappointing was the lack of proactive guest care. No estimated waiting time was provided, no alternative solution was offered, and not even a simple gesture such as complimentary refreshments was extended while guests waited in the lobby. These are basic hospitality practices that one would reasonably expect from a hotel of this category. Waiting over an hour for a pre-booked room after the official check-in time is unacceptable, particularly for a 5-star hotel. The experience left a poor first impression and significantly affected the start of our stay. For a hotel that markets itself as a luxury property, I expected far better organization, communication, and customer service.