Upon arrival, we were told our reservation was for a room with one bed, even though we had a printed itinerary clearly showing we had booked and paid for a premium room with two beds and a terrace. The front desk initially made no effort to resolve the issue and simply told us to contact Expedia. Since it was a peak weekend during the FIFA World Cup and Pride events, finding alternate accommodations elsewhere was not a realistic option.
It wasn't until we said we would accept any room with two beds that the staff began looking for alternatives. They eventually offered what they described as an upgraded premium room with two beds, but it did not include the terrace that was part of our reservation. Despite not receiving the room we had reserved and paid for, no adjustment or partial refund was offered.
The room itself also had maintenance issues. The bathroom door dragged across the floor every time it was opened, and the lights above the TV flickered every night. In addition, the TV did not support Wi-Fi, so streaming services were not available.
Overall, this was a disappointing experience. We paid for a premium room with two beds and a terrace but did not receive the room we reserved. Combined with the lack of assistance upon arrival, the maintenance issues, and the refusal to provide any compensation for the missing terrace, this was not the level of service we expected.
Perkhidmatan kereta bugi (caj tambahan)