I booked two twin mountain-view balcony rooms, each for 682. The hotel's price list showed them at 699 each. However, the rooms they gave us had no balcony at all! The first time I checked in, the front desk said I could upgrade one room to a 40+ sqm king balcony room for an extra 100. I paid the extra, but then they gave me a 20+ sqm king room *without* a balcony! Speechless. I paid 100 more, only to get a smaller room with one bed?!
The second time I went to the front desk, I got a different 40 sqm room, but it still didn't match the upgraded room type I was supposed to have.
The third time I went to the front desk, the staff kept arguing and wouldn't admit their mistake! Eventually, they did, but their solution was to ask me to pay another 150 to upgrade to an 899 room type. I had already upgraded to a 799 room at the front desk initially, so why would an upgrade to 899 cost an extra 150? And after all these upgrades and continuous requests for more money, the room still didn't have a balcony! What a mess! Other hotels, if they don't have the corresponding room type, will proactively offer a free upgrade. But when you don't have rooms, you still sell them online, and then just randomly assign rooms to guests when they arrive at the front desk. During my stay, several other guests also had issues with incorrect room assignments. Is this how you run a business, by deceiving customers?
Additionally, the other room I booked, which wasn't upgraded, was supposed to have a balcony, but it also didn't! And I didn't even complain about that one.
Hotel hygiene is also concerning! The floor had many scratches and damage, giving it a dirty feel. There was also plastic trash in the room corners. The room was incredibly small. The kids' play area felt stuffy, had a moldy smell, and seemed very dirty.
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