Our stay started on a disappointing note. We arrived at the hotel around 1:30 p.m. after a 5-hour train ride. The receptionist was about to give us our room key when they noticed that we had our dog with us because the dog barked. I thought the receptionist should see it in their system because I indicated in my booking that I have a pet dog. We were then informed that guests with pets are assigned to a different floor, and our room would not be ready until 4:00 p.m.
What I don't understand is why this wasn't identified earlier in the check-in process or why the original room couldn't be used if it was already available. After a long drive, all we wanted was to rest, but instead we had to wait another 2½ hours before we could access our room.
If the hotel has a separate pet-friendly floor, that's perfectly understandable. However, the room assignment for guests traveling with pets should be planned in advance so they aren't left waiting unnecessarily after arrival. This policy and process should definitely be improved to provide a better guest experience.