The staff gave us the key card and inserted it in front of the room. When we inserted it, the red light came on, making it impossible to open the door. We didn't know because it was our first time staying here and the first time we had a problem entering the room, so we called the staff and no one answered the phone. We waited for almost 10 minutes and the staff answered the phone. When they answered the phone, they told us to walk downstairs, which was full of luggage and we had to carry it down to the front desk again. In the end, the key card wasn't updated. Instead of the staff coming up to get our key card or providing assistance because there were only 2 staff, they let the customer go down again. I admit that this is the first time I've written a review on this app because I wasn't impressed, didn't receive any convenience, didn't apologize, and didn't take any responsibility, even though the mistake was caused by the hotel.