I booked a prepaid stay via Expedia, and checked -in around 9:30 pm. The default room allocated to me was terrible - smelled pretty bad, seems to have been closed since several days, no tea kettle or anything, bathroom knobs were broken etc. I called reception and asked them to come and see the condition and change my room. To my surprise no-one turned up, and I had to call in again and raise my voice just to get heard. It seems property takes online prepaid bookings for granted, and tries to allot the worst room by default. After few attempts, I was able to get my room changed, and then it was all good. Condition was good, it smelled good, and everything worked fine. I am dropping my overall star rating just for the initial inconvenience and bait-and-switch tactic employed by the hotel and for the bad customer rep available at the hotel during that time. I hope Hotel learns from this rating and experience and try to focus on improving customer experience going forward.
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