I booked and fully paid for a room for 3 people for 4 nights. A day to arrival, the hotel reached out to arrange airport pick up and I told them, we were only 2 coming. Upon hearing this, the hotel chose to change our room to that of 2 people and upon my complain on arrival, they insisted that it was room originally planned for 3, which they were obviously lying about as it is as so small for 3. There was no manager on site and the receptionist had to call their reservation office for me to speak to them. The staff at the other end of the phone kept talking over me and yelling and wouldn't allow me say a word. We spent 3 hours at the reception trying to resolve this and there was nothing they could do. We were completely ignored. We had no choice but to stay in the room and on the 3rd day, another room became available which should have been our original room as it was bigger and exactly what we paid for based on the description on their website. The bathroom wasn't the cleanest as well as the plunge pool. We never used it as it wasn't clean. The breakfast was sub par. The AC in the first room kept pouring out water, there was no hot water in the first night. In all, it doesn't deserve to be a 4 star. I don't blame the receptionists because it was out of their control. They were helpful for other aspects of our trip (like fun suggestions, booking taxi, bus routes). However, the management was nothing to right home about.
