This was one of the worst hotel experiences I have ever had.
We booked a two-night stay. Due to a significant train delay, we were unable to arrive on the first night. We informed the hotel in advance by email, and they told us that the first night could not be cancelled. Although disappointing, we accepted the policy.
Unfortunately, the problems started when we arrived the next day.
First, our friend’s Superior Room reservation was incorrectly assigned as a standard room identical to ours. Only after we questioned the room type did the front desk agree to change the room later. At no point did they acknowledge the mistake or apologize for the inconvenience.
Second, there are two different elevators serving different guest room areas, yet no one provided any guidance during check-in. When we asked a staff member where to go, they failed to direct us to the correct elevator based on our room number, leaving us wandering around trying to find our room.
The most unacceptable incident happened during check-out. Two front desk employees insisted that we pay a “No-Show Fee” because we had not arrived on the first night. We were shocked, as we had already paid for the entire reservation and had never encountered a situation where a guest was charged an additional no-show fee on top of a fully paid booking. After nearly 20 minutes of discussion and verification, the hotel finally admitted that it was a system error. Their response was simply “Sorry,” with no further explanation, apology, or attempt to make up for the inconvenience.
The lack of professionalism and accountability displayed by the front desk staff throughout our stay was extremely disappointing.
The only positive aspect of this hotel was the restaurant staff, who were consistently friendly, welcoming, and helpful. They are the sole reason I am giving this property an extra star.
I hope the hotel improves its staff training and internal procedures to ensure future guests do not experience the same issues.
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