4/10
No early check in whatsoever allowed before 3pm, we waited 2 hours beginning at 1pm, after a lengthy international flight. Once checked in, we found out our room had NO AIR CONDITIONING due to a malfunctioning system! I raised the issue immediately to management and they told me to be patient the room would cool down, it never did. The hotel gave us another room, half the size, directly next door, and its air conditioning didn’t work either! I raised the issue immediately. This time we were told they found an issue, and that they would TRY and give us another room the next day. Eventually, about 18 hours before checkout, we received a comparable room to what we prepaid for, and the air conditioning worked. The manager gave us a modest credit for our trouble.
I understand issues happen, but the staff were very dismissive of us from the start. Only until after we raised multiple complaints, including at 1:10am in the morning, did they acknowledge our issue. In addition, booking the room and prepaying in full from a third party, did NOT help us whatsoever! Next time we will book direct! Horrible!
Kenneth
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