We booked a Duplex 1 King Bed Suite, expecting the open loft-style layout with a spiral staircase as depicted in the photos. Instead, we were given a two-floor room with a standard staircase and no open layout, which was not what we paid for.
The room itself was in poor condition—dirty, musty, and outdated, with stains throughout. The bathroom hadn't been properly cleaned, with hair left from a previous guest, and the amenities were very basic.
When we complained to the front desk, they told us that next time we should call the hotel directly to ensure we get the room we booked, which was frustrating. No one books a room expecting to receive something different. We were also told the room type we booked was unavailable, which felt like a complete bait-and-switch.
To make matters worse, the property had a concerning atmosphere, with people lingering in hallways and sitting in stairwells and the lobby. This stay was far from the experience we expected, and we won’t be returning.