First and foremost, agent transferred me to a venue due to their very inefficient coordination with their partner hotels. I booked a hotel in gramercy only to find out all rooms are fullybooked despite the fact that sent a confirmation voucher. And so they transferred me to avenue where I waited for almost 3hrs to get checked in. They wasted my time. I already checked in around 6pm. The said they ungraded me but the room is awfully small without a couch (like what I wanted in the first place). Sometimes the price isn’t the basis for like a room to staycation in, and this time it just proves that perspective. Secondly, it was disappointing that even ice from their own hotel room service are not free. U paid for an overpriced ice these just because they ran out of supply and they had to but from 711. Concierge were helpful in assisting me but aren’t as assertive to get a hold on agent to confirm the booking they did. So what I realise after all these bad experiences is that agent and their hotel partners haveno solid collaboration techniques - such that they are not aware of room availabilities and the communication between them was so inefficient and inaccessible. I wonder if I didn’t provide the number of agent with their reception team, would have they resolved my issues? Just a piece of advice: learn to be more efficient in communicating with your hotel partners and make sure you don’t put so much stress on your customers who book hotel rooms with an obvious reason that they want to relax, but what happened was more stress on our parts. Ps: learn how to make it up to the clients they wasted time of and provide them at least nights in premium hotel rooms especially if they are faithful loyal clients for years. Else, I won’t be surprised if one by one of us slowly not use your service as it may entail unknown possibility of having our booked room not available even after getting confirmation.