The location was amazing, and the breakfast buffet was excellent. Unfortunately, the front desk experience left a very negative impression.
We arrived around 7 a.m., and I understand it was our mistake not to book the room for the night before if we wanted early check-in. However, around 2 p.m. I saw another guest receive their room keys while we were still waiting. I simply said it didn’t seem fair since we’d been there since early morning.
Instead of calmly explaining the situation, the receptionist became defensive and responded in a rude tone, saying, “You don’t know when they booked.” I explained that I understood but asked if we could get our room a little earlier since checkout was at noon. She then accused me of being harsh and even made insulting remarks. I was tired and frustrated, but I never insulted her or called her names.
I believe she realized the situation wasn’t handled well because she later offered us complimentary drinks (which we never used) and said she upgraded our room. However, it appeared to be the same room type, just on a higher floor. The room itself was also disappointing, with dirty carpets.
A front desk employee should help calm frustrated guests, not make the situation worse. It’s unfortunate because the hotel has a great location and breakfast, but the poor customer service overshadowed our stay.
Aparcamiento (gratis)