Jaja R.
Google
We booked a pet-friendly room with a private garage for New Year's Eve. However, upon check-in, we were given a different room that was neither pet-friendly nor equipped with a garage. Here is what happened:
2024 – We arrived early and waited for the official check-in time. The staff insisted we fill out the forms in advance to ensure a quick check-in later. At that point, they informed us our room did not have a private garage and claimed we had booked a different category. Despite having proof of transaction from months prior, a member of the front desk crew boldly claimed she could pull up a voice recording of our booking conversation to prove us wrong. Eventually, they relented and provided a parking slot near our room.
2025 – Arriving early again, we pre-filled the forms and were initially told our room type was correct. However, at the actual check-in time, we were told our room was no longer available due to another "mix-up." After my mother expressed her frustration, the manager herself upgraded us. But the catch was that we had to be "discreet" with our pet because the new room was inside the main hotel; we actually had to cover our dog while walking through the premises. While the free valet parking for our three-day stay was a nice gesture, it didn't make up for the stress.
We have been returning clients for a while, and this was our second year in a row celebrating New Year's Eve. Unfortunately, after these experiences, we definitely won't be returning again.