On arrival, we checked in as usual and were given a room key. When we entered the room, we discovered it was already occupied, with another guest’s belongings still inside. We returned to reception to report the issue and waited while another room was being found.
After a considerable delay, we were offered a different room, but it did not include the balcony we had originally booked. As this was not the room type we had reserved, we decided not to stay.
This was especially disappointing as it wasn’t the first time we had been given an occupied room at this hotel. Although the staff apologised, the experience was frustrating and left us with little confidence in the hotel’s room allocation process.
We were assured that we would receive a full refund as the situation was not our fault. Unfortunately, I am still waiting for this to be resolved. Overall, a very disappointing experience, and I would not stay here again.