We booked the Presidential Suite (Room 3005) with 2 bedrooms and 2 bathrooms for 5 nights, but upon arrival, we were shocked to find that the suite only had 1 bathroom. With 4 ladies staying together, sharing just one bathroom was highly inconvenient.
When we raised this issue with the reception, they offered to change our booking to 2 connecting rooms with 2 bathrooms—which we accepted—but they made us sign a letter confirming there will not be any refund for this arrangement. While we appreciated the room change, the lack of flexibility on their part left a bad impression. It felt like they were more concerned about securing their revenue than ensuring a comfortable stay for their guests.
To make matters worse, on the second night, we were informed that we had to move again on the third day because the rooms we were assigned (2608, 2609) were scheduled for renovations. This was completely unacceptable. They should have properly checked room availability before reassigning us. After a lot of back and forth, we managed to get them to postpone the renovations until after our checkout, but this entire situation could have been avoided with better planning.
Overall, the hotel failed in service recovery—they provided incorrect information on Expedia, did not take full accountability for their mistake, and seemed more focused on protecting themselves from refunds rather than rather than prioritizing guest satisfaction. This experience was frustrating and disappointing.
