They could not find our booking because we used hotel.com. they let us in early to our room. Shower nozzle broken and no hot water. No drinking water supplied either. Contacted receptionist, and they fixed the shower and hot water in 30min. He was super apologetic and helpful. Gym next door is really loud at night. Now im still waiting over 2 hrs because they wanted to charge me for last night even though they have a reservation that says pre-paid. Helpful receptionist let me use hotel phone to accept call from hotel.com help centre to sort payment. Again all really apologetic but in the end I had to pay again and hopefully I will get reimbursed in 2 weeks time from hotel.com