Prior to our arrival, we inquired about the check-in time and the readiness of our room, eager to settle in. Unfortunately, we were met with an unfriendly response from the receptionist, who instructed us to sit and wait, stating that there were two guests ahead of us. Feeling unwelcome, we left and returned at 2 PM, the designated check-in time. When we checked in, I had previously requested firm mattresses for our special occasion—our 20th anniversary. However, the receptionist seemed unprepared and attempted to assign us a room for guests with disabilities, which had a very soft mattress. He did not acknowledge our anniversary at all, which was disappointing. After expressing our concerns, he suggested we check the mattress in the assigned room. Unfortunately, it was too soft for our comfort. When we returned to the front desk, we were informed that all the mattresses in the hotel were the same, and nothing could be done to accommodate us. After waiting at the reception for about 15 minutes, he finally offered to show us another room, which was significantly better and had firmer mattresses. We ended up in a slightly more expensive room at the same rate we originally booked, which was a positive resolution but should have been handled more smoothly. Additionally, we were surprised to learn that a reservation and cash deposit were required to use the spa. Most guests prefer to pay by card
