Me and my family recently stayed here and while the overall experience was pleasant, there was a significant issue that left me somewhat disappointed. Due to a global Windows outage issue, my flight was cancelled, causing me to arrive at the hotel a night later than planned. I encountered many difficulties during my travel and informed the hotel of my situation.
Despite my hotel booking agency requesting a one-night refund on my behalf, the hotel was very strict about their policy and did not accommodate the request. While I understand that they were not obligated to provide a refund, I was hoping for a small gesture or acknowledgment of the challenges I faced. A simple token of goodwill would have greatly improved my perception and made me feel more valued as a guest.
Aside from this, the hotel amenities were good, the staff was professional, and the room was comfortable. However, this experience left me feeling that the hotel could have shown more empathy and concern for their guests’ experiences, especially under such stressful circumstances.