My stay began poorly and unfortunately didn’t improve. At check-in, the staff couldn’t find my booking and insisted I provide a group name, even though I had booked as an individual. Only after showing my confirmation from Hotels.com did they locate the reservation.
I had paid extra for a room with a balcony and pool view, but the room I received had no balcony—just a door to a shared walkway with frequent foot traffic. It offered no privacy and wasn’t what I had booked.
I returned to the front desk to point this out, showing proof that I had paid for a pool view. The staff member said that type of room wasn’t available. I went back to the room, disappointed. Later, when I found the ceiling fan wasn’t working and the room was too warm, I contacted the front desk again.
This time, the same staff member came to my floor and opened the room next door—which did have the balcony and view I had paid for. He offered it to me then, and while I appreciated that, it became clear that the room had been available all along. His reaction suggested he hadn’t expected me to follow up.
Although I eventually got the correct room, the experience left me feeling misled and dissatisfied.