I rarely leave negative reviews, but this experience fell far below what I would expect from a four-star hotel.
I arrived shortly after 1 a.m. after a long journey and was left waiting approximately 30 minutes at reception while staff attempted to locate my booking. During this time, very little information was provided beyond being told that a manager was coming. Eventually, I was given a room and assumed the issue had been resolved.
However, around 2 a.m. I received a call from reception informing me that I had been placed in the wrong room and needed to move immediately. As a solo female traveller in an unfamiliar city, being asked to pack my belongings and relocate rooms in the middle of the night was both disruptive and unsettling.
What was most disappointing was not the original booking error itself, but the way it was handled. Mistakes happen. Good hotels minimise the impact on guests. Instead, the consequences of an internal issue were passed directly onto me.
The first room also appeared only partially serviced, with cleanliness concerns despite the bed having been made. During the room change, the interaction at reception felt unprofessional, with a significant amount of personal information being shared by staff while I was simply trying to understand what was happening and return to bed.The replacement room raised further concerns. The Wi-Fi did not work etc. Overall, the experience felt incredible poorly.