I rarely leave negative reviews, but our one-night stay was extremely concerning due to serious safety and administrative failures.
At check-in, staff struggled to locate our reservation despite us having a valid booking. Although payment was taken, the process took much longer than expected, and we were eventually given a room.
The most alarming issue occurred at around 12:30 AM when a staff member entered our room while we were asleep to check whether it was vacant. Being woken up by someone opening the door in the middle of the night was frightening, especially as two women traveling alone in a foreign country.
After spending over an hour with staff, it emerged that despite our payment being processed, we had never been properly registered in the hotel’s system. Our room was marked out of order, our reservations had been cancelled, our registration paperwork could not be found, and staff were unable to explain how any of this had happened. The reservation had to be reactivated in the middle of the night.
What concerns me most is that, according to the hotel’s records, we effectively did not exist as guests despite having paid and checked in. Had an emergency occurred, there would have been no accurate record of us staying at the property.
We later sent a formal complaint requesting an explanation, but never received a response. While the staff we spoke to were polite, no one was able to provide answers. Overall, this experience left us feeling unsafe and disappointed.