There was no option to select a river view in the booking app. To make sure our preference was clear, I included the request in the check-in link and noted it elsewhere. Despite this, we were assigned a mountain view room. When I went to reception to clarify — since it was clearly written in my notes — I was told a river view would cost an additional $40. This was frustrating, especially because that option was never available in the app during booking.
On top of that, we were asked to wait another two hours for the room to be ready. We were traveling with a young child and had taken an early flight from Victoria. After a long journey, being left waiting without clear communication or consideration was extremely disappointing. If the staff had properly reviewed guests’ requests and preferences, this could have been handled much better.
I understand standard check-in policies. However, what was unacceptable was the lack of communication. If the request could not be accommodated, we should have been informed clearly in advance.
Because of the delay, my daughter became restless and bored. We walked around, and she ended up getting wet in a nearby pool. When I returned at the specific time given for room availability, it was still not ready. Instead of offering a proper solution, a staff member suggested we use a public restroom to change her clothes and tried to justify that option rather than assist us appropriately.