I specifically booked and paid extra for a luxury room with a king bed. When I arrived, I was given two single beds instead. The bed setup itself wasn’t the main issue — these things can happen — but what was frustrating was how it was handled.
The receptionist insisted there was nothing she could do and that everything was fully booked. It felt like she was treating it as if it wasn’t their problem, when I had specifically paid for that room type. I wasn’t informed beforehand by email or phone, which made it even more disappointing.
We went back and forth for around 10 minutes, which was unnecessary and frustrating. In the end, the manager sent someone up and the issue was resolved. That’s what made it more frustrating — the solution was clearly available, but I had to push for it instead of it being handled professionally from the start.
I also don’t feel the price reflected the standard of the stay.
Another issue was when I requested an iron. It took over an hour to arrive, and I had to call reception four or five times to follow up.
On a positive note, the breakfast was excellent — genuinely 5 stars and the highlight of the stay.
Overall, better communication and a more proactive approach to customer service would have made a big difference.
