Despite calling earlier in the day to confirm a late check-in, the hotel was unable to locate my booking upon arrival and provided three different explanations: that it had been cancelled, double-booked, or already used. As it was nearly 11pm and I was travelling with elderly family members, I was told to make a new booking and pay again (I double checked with the staff that the booking was for the same type of room.)
The situation became even more frustrating when I was later called back to reception because staff had forgotten to scan a passport, and then informed that the room assigned was not the room type I had originally booked. We were asked to change rooms after already unpacking and getting ready for bed.
The next morning, the hotel finally admitted that staff had failed to transfer the booking into their system. A refund was eventually processed, but only after significant inconvenience and wasted time. There was also no fridge in the room, and the room was dusty.
While the issue was resolved the next day, the entire experience reflected poor communication, lack of coordination between staff, and a disappointing level of service for paying guests.
