We booked a room from the 10th to the 12th (2 nights). After a very long 7-hour bus trip from Paris, we arrived early in the morning at 5:40 AM on the 11th. I was shocked when the hotel staff refused to give us our room.
The staff member kept saying that check-in is at 2 PM, but it was already the 11th and I tried to explain that our reservation had started the day before, on the 10th. We intentionally booked it that way because we knew we would arrive very early in the morning. We should have been able to access the room.
Instead, we were refused and had to wait. The staff was rude and not helpful at all. Only after contacting Expedia support did the situation start to move forward. In the end, we were given the room at 11:00 AM.
After such treatment and poor service, I believe the hotel should refund us for one night.