The room and amenities are excellent. The hotel is very clean and very well maintained.The problem was the customer service. We asked a few days ahead for two joined rooms, which we weren’t provided but were assigned room across near each other.
I had to check out two days after and the other room was booked for two more days. I checked out and was told I am all set.
However, we found out they mixed up the rooms and gave me the key from the one that was booked for four days and now the rest of my family had to check out instead. No one asked me why am I checking out if I have two more nights booked. We had to move all the things from one room to another, because the person at front desk couldn’t just reassign and switch the rooms in the computer.
I had to check in again a day after. Again, I asked for the joint room way ahead of time and was promised the room next or close to my family.
However, during check in, I was given the room on a different floor. When I explained that my room is supposed to be next to the rest of the family, we found out that the connecting room wasn’t clean and couldn’t be given to me. Fortunately, the front desk was able to switch it to the room close to my family.
It was unnecessary and easily preventable frustration both times.