4/10 Fair
28 Feb 2020
Poor check in, lack of systems
The location did not appear to us as being as good as shown on the map. It took us 1.5 hrs to find the place as nobody knew of its location even the tuk tuk drivers had difficulty. Thankfully a local helped us.
When we finally arrived a rude front of house manager stated they did not have a booking for us and don't have a contract with this agency. They did lend us a phone to contact the agency (advice use the online chat they helped us in the end).
We were left to it alone to sort it, 2 to 2.5 hrs later the hotel accepted oh they do have a booking for us and they did have a contact with the agency. Very poor practice to leave guests like this.
Positives are the lady on reception was lovely and the breakfast was great. To us it isn't that something goes wrong its how you handle it when it goes wrong.
The worst check in we have ever had in any hotel and needs urgent review by the hotel manager
Mark
Mark, 3-night trip
Verified Hotels.com guest review