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Seeing all the amazing reviews about this hotel, I thought I would have an amazing time at this hotel. I was sorely mistaken… I encountered 4 instances that really disappointed me about this hotel. Upon check-in at the hotel, the front desk lady forgot to tell us about the facility amenities that were included. It was only after we asked her what came along with our room package, she looked up our information. This wasn’t too big of a deal for me as people are able to make mistakes. The second issue came along while we were unpacking our belongings in the hotel room after a long day. The TV in the room displayed a completely different name than my own. We thought maybe we were in the wrong room and started repackaging our belongings. I decided to call the front desk to see what we could do. We had to go through the service centre, who could not help us but asked many questions before connecting us to the front desk. Upon talking to the front desk, they told us we were in the right room and someone will be coming to fix the issue. However 5 minutes later, they told us that it was up to us to try to fix the issue ourselves or just stay as is with the TV displaying a stranger’s name. After trying to fix the issue ourselves for a while, the we contacted the front desk again just to be impolitely told to just stay as is. Although I understand the position customer service professional find themselves in, as I have also experienced working in this industry, I believe they could have communicated in a polite manner rather than sighing at me while on the call and talking to me as if I was an annoyance. The third issue came along when I found a lost key in the hallway and went to return it to the front desk. The usher there asked why we were there and I let him know that we found a lost item. He asked us where we found the key, and we told them we found it on the floor of our room. I thought the interaction would be over after that before he rudely proceeded to ask why I was on that floor and what I was doing at the time of finding the lost item. I felt interrogated for simply returning a lost item, and I really had a hard time understanding why he would ask those last two questions. The last issue came when I was trying to use the amenities that the hotel insured me that we could use after check out. Imagining the shock when they told me I did not have tickets to the Wonderbox and Cimer after buying a package that included the entrance tickets to both and also having double checked this at the front desk during check in. After being told to buy tickets, I asked the lady if they could check one more time, and then she escalated her supervisor when she couldn’t find the tickets on the system. Both the manager and the employee were very helpful and eventually ended up finding my information on another server. I believe that staying at a hotel of this calibre, it should be easy for the guests to receive the services that were listed without having to ruffle feathers. There was nothing easy about staying at this hotel, and I would not recommend staying based on our experience there.

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