The check-in process ruined my impression of the hotel. I had booked a room for four people, but I was given a room with only a single bed. It was Thanksgiving, and they informed me that there were no other rooms available. When I asked how four people could sleep in one bed, they replied that the room could accommodate four people, but it wasn’t guaranteed that four people could sleep in it. I was extremely frustrated. They tried to convince me to pay for a suite upgrade that included an extra bed. When I asked why I can't get a room for four people, they answered that it was a mistake in the booking system.
The situation was only resolved when I escalated it to a manager. The manager provided me with the room I had booked, which had a king bed and a sofa bed.
This hotel is positioned as luxury, so I didn’t expect to encounter such problems during my stay. I was also surprised that I was pressured to purchase an upgrade instead of being given the room I had booked.