1. At check-in, there was only one staff member on standby, with six in line. It seemed like someone was taking a while to be served, and the queue was quite long. After waiting in line for quite some time, we finally met the receptionist, who told us that our room was at another reception. This kind of thing should be filtered by the GRO upon entering the hotel lobby, so we don't have to wait in line twice.
2. We booked two rooms with breakfast for 4 adults and 4 children (maximum age 5). We came with 4 adults and 1 child, aged 6, and were still charged an additional fee. Yes, this is standard operating procedure, but it feels like empathy and going the extra mile in providing service are lacking.