The staff completely missed the concept of hospitality. We arrived in the evening and reminded the receptionist that we had some loyalty advantages throug Hotels.com.
He dismissed it as he did not get an e-mail about that. We showed him the confirmation that we had, in Danish, but he still dismissed it. His idea was that we, as his guests, would somehow get in contact with Hotels.com at 9pm to get a confirmation on what was already included. We gave up and left to our room.
Next day at check-out, to our amazement, the new receptionist continued to argue how the hotel did not have any responsibility for the offering.
Not once did the staff suggest to investigate and come back to us.
We never received our benefits as promised when we booked.