1. Check-In Process:
We arrived early, understanding that the official check-in time was 4:00 PM. We were informed that the room was being cleaned and that we would receive a text message once it was ready. Unfortunately, I never received this notification, leading to unnecessary waiting. When it was finally my turn to check in, the front desk staff member, who was busy with other tasks and conversations, did not acknowledge me. This led to a further delay , even though the check-in process itself took only about three minutes.
2. Room Condition:
The room we were assigned was in a different location than what was shown in the booking pictures. The room was old, poorly maintained, and not up to the standard I expected. The most troubling issue was the malfunctioning toilet, which got clogged shortly after we arrived.
3. Customer Service:
I would like to acknowledge the exceptional service provided by one of the staff members, Maya. She went out of her way to assist us in moving to a room that matched what we had booked, which we greatly appreciated. Her professionalism stood out amidst the other issues we encountered.
4. Parking Lot Incident:
After checking out, we discovered that our car, which had been parked in the hotel's parking lot, had been hit. When we requested access to surveillance footage, the video provided was blurry and did not offer any helpful information. This incident was a disappointing end to an already troubling stay.