Our check-in experience was extremely frustrating. We had booked the room for the previous night, as we were arriving early the next morning after a sleeper train, and had informed the property in advance. They confirmed this would not be an issue.
However, upon arrival, we discovered that the door PIN provided via their Notion link was incorrect, leaving us unable to enter. We tried calling customer service multiple times with no response, and messages also went unanswered. We were only able to access our room because a housekeeper happened to pass by and helped us.
Even after informing the operator about the issue, they did not respond for the entire day. When they finally did, it was only after repeated follow-ups, and instead of acknowledging the mistake, they insisted the code was correct (despite updating it after we flagged the issue). There was no apology, and communication remained poor throughout.
The stay itself was also disappointing. We spotted a small cockroach and a spider, and basic amenities like mineral water were not replenished daily. Post-checkout facilities were unreliable as well. Most luggage lockers had broken locks, and we could easily open several while testing them. And there were only 4 of them in the first place. Since we couldn’t use them, we had to leave our bags in the laundry area. When we returned, the front door was left wide open, which was concerning from a security standpoint.
Overall, the experience fell well below expectations, with both service and basic standards lacking.
