6/10 Okay
Verified traveller
Mar 19, 2025
Liked: Property conditions & facilities, room comfort
Service for food and room-service was good. The room I actually ended up staying in was very comfortable.
Other services and communication need improvement. Upon check-in, was told immediately that my room had very slanted ceilings and I 'might bump my head'. I was offered an upgrade - which I appreciated until I was told (after probing) that there was a charge. Since I am only 5'3", I viewed the room to confirm it would bother me, and the tiny room would have, indeed, been uncomfortable for me. I paid, begrudgingly, for the upgrade.
Given it was a one-night stay, and an off-peak Tuesday night, I did ask about waiving the upgrade fee but was told that the fee was already 'waived' for early check-in.
I booked online the same day as my visit, called a few hours later to ask if a room was ready, they said yes, and I checked in. No mention was made of waiving fees, which I do appreciate, but I would have chosen to wait and get a normal-sized room vs checking in an hour early if there was going to be a concession.
All that said - I cannot fault them for not giving me something for free, and I could have done more thorough research on room layout.
There were better ways to handle the communication from a customer service perspective. This 'slant' issue should have been made apparent somewhere before I finalized the booking (it seems to be a known source of guest complaints on arrival). Perhaps keep the 'complimentary' upgrade in back pocket instead of early check-in.
Verified traveller
Stayed 1 night in Mar 2025