Our stay at this hotel was, unfortunately, the worst check-in experience we've ever had. We booked and fully paid for a room for 2 adults and 2 children on Hotels.com well in advance. Days before arrival, I reached out to the hotel via the email provided and WhatsApp to request a cot in our room. The hotel never responded to my email, and on WhatsApp, after providing my reservation name as requested, I never heard back again. We tried to resolve the issue of an extra bed before arrival to save time at check-in, but our efforts were completely ignored.
Upon arrival, we had to wait almost 30 minutes to even begin the check-in process, despite there being no other guests ahead of us and two staff members at the front desk. The service was extremely slow.
When it was finally our turn, we requested an extra bed. The front desk agreed but then asked for our passports. The staff member didn’t even look at them properly—she simply flipped to the first page, passed them back to me, and rudely asked for my children's birthdates. She then noticed that our older child had turned 12 years old in October (just a few months ago). Suddenly, she insisted that since our child was now over 12, we had to pay an additional $80 USD, as she was considered an adult.
This was extremely frustrating because when we originally booked the hotel online, we accurately entered our children's ages, and our older child was still considered a child, not an adult. The front desk staff simply shrugged off our ar