4/10 - Razoável
17 de novembro de 2024
Great rooms but reception service was a let down
The room was comfortable and clean. Door staff were friendly and proactive. Somehow the reception staff was a complete let down. Slow, understaffed and made errors. Check-out was made simple as I was told I can simply return the keys and any additional charges would be charged directly to my card. That somehow resulted in me being double-charged for the room. That is despite it being confirmed at check-in that I’ve already paid.
When I came to pick up my suitcase I had to queue up for 25mins to speak to someone about this issue at reception. This was at 3pm which is their standard check-in time and the hotel had only 2 staff manning the reception desks. The queue had about 4 groups before me when I started queuing up. By the time it was my turn, there were about 6-7 groups after me also getting frustrated by the long wait. The service is shocking for a hotel that claims to have 590 rooms. Hopefully it’s something they’ll improve.
In terms of my refund, they said it’ll take up to 7 days to process and the staff didn’t offer much more than an explanation that someone made an error and didn’t acknowledge that it was an inconvenience to us.
Thuy
Thuy, viagem em família de 1 diária
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