Upon arrival, we were informed that while our room was ready, their systems were down, preventing us from completing the check-in process. What made this situation even more frustrating was that the hotel staff did not communicate this issue to us earlier. We were left waiting for an entire hour with no updates or explanations.
When we finally approached the front desk again, we were told that there was no timeline for when the system would be fixed. This lack of communication and transparency was incredibly disappointing. We were exhausted and in desperate need of rest, but the staff offered no solutions or alternatives to make us feel accommodated.
To make matters worse, the hotel staff offered nothing to alleviate the situation. There were no apologies, no alternative solutions, no refreshments, or even a comfortable place to sit while we waited. It felt as though our presence was an inconvenience to them rather than being treated as valued guests.