The service though was terrible. The moment we arrived to our hotel and checked in, the staff argues with us and demands us to pay for the room, although we have already paid for it through hotels.com. We settled the argument when they checked our reservation again, and apologised for missing on the payment information attached to the reservation.
We settled down into our room after a 6 hour flight. The restaurants were not open due to the hotel having covid restrictions and we ordered food to our room through a food delivery service. The lights in the dining area stayed on even though we turned all the lights off. We called the roomservice, they sent us an ”engineer” to fix the lights. His solution was to turn off the electricity from the dining area rendering it useless.
We decided to make a complaint to hotels.com for bad service. The room was not cheap and its a 5 star hotel. The elevator smelled of cigarettes and we found a cigarette butt there.
After our complaint the front desk calls us at 4.30am to talk with us about the complaint, waking us up with the call. We asked them to call us in the morning and discuss the complaint then. We asked them to call us after 9.am, they called us at 8am.
Hotels.com could not reach the manager even if it was a business day. They told us to wait 2-4 hours. We waited for 7 hours. They were purposely avoiding us until we asked them to refund us all except the previous night, so we could finally just switch hotels.