4/10 Poor
Amelia
Travelled with family
31 Oct 2024
Liked: Amenities
Disliked: Staff & service
The hotel staff was very rigid. I arrived at 9am and the staff took my passport to check my booking. I had a special request for non-smoking room but the staff didn't mention anything and told us to just come back at 3pm to check in. So I thought they made the arrangements. However, when I came back at 4, the staff just kept telling me all the non-smoking rooms are fully book. When I told them I really can't take the smell, the lady staff just repeat the same sentence she understand but all non-smoking rooms are full. It’s ridiculous because it was given as an option in expedia to pick non-smoking and the staff in the morning did nothing to help us with the request. In the afternoon then they said oh the arrangement was not done so no more non-smoking room. So we said never mind ask her manager to come. End up no manager came and she offered an alternative to an additional charge to get the non-smoking room. Well then all that time was wasted telling me all non-smoking room were full. Very unhappy with the poor service and just blame throwing to non present staff and expedia. Is the staff not a representative of their hotel? If you want to put your listing on expedia, expedia also request guest to contact hotel straight, take your responsibility. Even with the upgrade that we paid for a bigger room to get non-smoking, it was as small as other 16m2 rooms we stayed elsewhere. Bet they gave us a 16m2 despite the upgrade to 20m2.
Amelia
Stayed 2 nights in Oct 2024