We had an overall lovely stay at Ruby Stella and stayed for three nights, from Friday to Monday. We arrived early on the day of check-in and were pleasantly surprised to be able to check in straight away, which we really appreciated.
Unfortunately, there was an issue with the air conditioning in our original room. It made a loud noise that made it impossible to sleep. As we were out and about all day, we didn’t notice it until we went to bed, which resulted in us having to change rooms late at night.
As there are no in-room phones and we were travelling from overseas, we had to go down to reception in our pyjamas to sort this out — not ideal. The staff member kindly mentioned that we would receive a small upgrade due to the inconvenience (which we hadn’t asked for), but when we moved rooms — after packing up and changing floors — the new room appeared to be exactly the same. This felt a bit odd, as it was mentioned but not followed through.
Another confusing point was that our card was charged before we had even checked in, despite the booking stating that payment would be made at the hotel. In some cases, guests don’t necessarily secure a booking with the same card they intend to pay with, so clearer communication here would be appreciated.
