"Highly Disappointing and Unprofessional Reservation Management
This review outlines a series of significant failures in reservation management and guest services experienced by our party, which negatively impacted the commencement of our stay.
Reservation and Payment Issues
I had secured a confirmed booking for four rooms via Expedia, with payment completed and confirmed prior to arrival.
Initial Check-in: The first three groups of guests arrived to find that, despite the existing confirmation, the property staff asserted that payment had not been received.
Lack of Confirmation: Although staff possessed a notepad listing the reservations under my name, this internal record failed to indicate that the payment had been processed and confirmed.
Resolution: After a protracted and unnecessary discussion, during which confirmed email documentation from Expedia was presented and initially disregarded, the first three groups were eventually assigned their reserved rooms.
Operational and Safety Concerns
Upon arrival, the property was experiencing a power outage, and critically, there was no backup generator in operation. The building was in darkness, presenting immediate operational and safety concerns for arriving guests.
Failure to Honor Late Arrival Reservation
The fourth set of guests arrived significantly later that evening. They were informed that their room had been reassigned due to their late arrival.
Unacceptable Relocation: These guests were subsequently directed to "
