Extremely unprofessional front-desk staff. Two mistakes occurred during check-in and check-out respectively:
1. I booked a suite for 3 nights but was assigned a standard room, forcing 3 of us to squeeze into two double beds on the first night. Since my daughter handled the check-in and was unaware of the room type I booked, when I returned to the hotel that evening and questioned the front desk about the discrepancy, the staff showed no apology. Instead, she claimed we had "stayed in the wrong room for too long" as if it were our fault, and said no suites were available that night. When I requested a refund for the price difference between the suite and standard room, she refused to provide a reasonable solution. I haven’t received the refund yet and have no idea how much I’ll actually get.
2. At check-out, despite my full pre-payment, they charged my daughter’s credit card for 3 nights again. When we asked the front desk, the staff said he "didn’t understand the situation" and told us to contact our bank ourselves, forcing my daughter to file a dispute with the bank over the duplicate charge.
I can’t understand how a hotel of high standards could make such mistakes. In short, I will never choose it again.
