“A disappointing experience”
The check‑in team, especially Comfort, and the guest relations staff need serious training in professionalism, customer handling, and hospitality standards. From the moment I arrived, the experience felt disorganized and disappointing. The “standard room” is heavily overpriced for its quality, condition, and amenities, and the deluxe room was no better, certainly not worth the price. As a Level 3 Genius member for over three years, I expected transparency and value, yet the online rates were noticeably higher than the walk‑in prices, raising fairness concerns. Even worse, guests were shown substandard rooms at first and then told to cancel and pay the walk‑in rate when complaints arose, which feels highly inappropriate. When a room category is advertised online, guests should receive exactly what was promised, not be pressured into changing arrangements upon arrival. There were also issues with room availability: rooms listed as available and bookable online appeared unavailable when we arrived, causing unnecessary inconvenience, frustration, and distrust. Trust, transparency, consistency, and customer experience are essential for hotels, and this stay fell far below expectations in almost every area, from poor guest handling to questionable pricing, room quality, and booking inconsistencies, leaving me deeply disappointed.
Quabhenarh4か月前