What a disappointing experience! We are a family of four -we booked a last-minute single night at 23:00 just to rest our heads - our flight was delayed to only arrive at 4AM. the front desk clerk claimed they are not seeing the reservation from hotels.com, and could not offer any resolution, despite the grave situation! I had to "beg" and offer my credit card as guarantee to accept me into a room, 40 minutes later! afterwards, due to some property policy he couldn't check us in and asked to keep our passports with him until the morning, of course we declined! how unwelcoming and inconsiderate. this is not the type of service I would expect from a property I paid 300 USD for 6 hours in a single room. the property itself was decorated and maintained, facilities were impressive, although our room was not clean enough (we found hairs on the bed sheets but couldn't care enough in our sleep-deprived state).
to add another grievance, the same receptionist urged me to return as early as possible with my passports to complete the process. Imagine the situation: 4:40AM, and the receptionist is demanding I come back at 8:30 the latest with our passports. Exceptionally incompetent in my perspective.
Having traveled around the world in hundreds of hotels, this was well below my expectations.
