We stayed one night on August 1, 2023. What a disappointing service experience for a five star hotel. This booking was part of a 5 week trip to six countries. The service received this from the hotel was by far the worst we encountered during our approximately 35 night trip. We understand check in time was 3 PM. We first arrived at the hotel at 1 PM. We fully understood our room would likely not be ready and that was fine. We checked our bags into the concierge service and then went to a restaurant nearby. We were told to return at 3 PM and the room would be ready. We return at 3 PM. We waited approximately 20 minutes in line to speak to somebody at the front desk. By this time it is 3:20 PM so we figured the room would be ready for sure. Once we get to the desk, we found it was not. We were told to wait 10 minutes. 3:30 came and the room was not ready. We were told to wait another 15 minutes. 3:45 came and the room was not ready. We ended up not in the room until 4:40. This is completely unacceptable for a five star hotel. We were especially disappointed because we kept being told to come check back in 10 to 15 minute increments. Even if originally they had of told us not to come back until 430 or 5 PM, we would have been disappointed, but we would not have wasted our day sitting in the lobby waiting. Despite all this, nothing was offered in terms of compensation. Hotel is nice and breakfast was good, but needs better service.