Not 4 star hotel, maybe 3 star.
Posted Feb 8, 2016
1. front desk step was quite rude with poor English.
We were expecting more skilful and fluent English speaking step at the front desk as 4 star hotel.
2. We booked two rooms and requested for connecting room because of my children
At the check in, he gave us only one room key even though the booking was combined together, so we thought two rooms are already connected with connecting door opened.
However, the connecting door was closed and room key was only for one room.
I came down to front desk ask him for another room key and open the connecting door.
He seemed quite irritated and said to me I was supposed to tell him to give both room keys at the check-in.
3. I am Expedia gold+ member and it was first time to book hotel after achieving the status.
I expected at least one level upgrade because it was VIP+ hotel.
He just said there are no upgrade possible and no other explanation.
I will never book hotels with Expedia again.
4. We found insects on the table in the room, I guess it was silverfish.
I NEVER expected these kind of bug from 4 star hotel.
I think it's more than enough to speak about my experiences.
Comment from Hotel Management
Feb 19, 2016 by Carsten Müller, Hotel Management
thank you very much for providing us with your feedback about your recent stay with us.
We are sorry that the English level of our receptionist was not as fluent as you would have expected it. The misunderstanding about the room keys was due to the rooms being reserved under two different names and only one was provided at check-in.
Please also accept our apology for the lack of +VIP Access amenities. Since you booked the room on saturday morning on the day of arrival, the VIP notification was not processed on time. The upgrade is always upon availability at check-in and was not possible, since there are no connecting rooms in the higher category. Of course this should have been explained to you properly.
We understand that your expectations were not met when you arrived at the Hotel and we would like to apologize again for it.
Rooms Division Manager