3 days ago
We have travelled the world and every time we've booked a room, we get the room we booked or some times an upgrade. This is the first time that we got a lower category room. I booked (specified) Superior Studio Sea view (the pictures showing balcony etc). We reached early and requested an early check-in, which was denied - fair enough. When we finally got the room at 3 pm, we got a room on lower floor (12). We requested for a higher floor - declined (that's okay). When we entered our room, we realised it wasn't the room we booked - no balcony, smaller room in comparison to the photos. When I went to reception and raised the concern, I was told that Balcony room was subject availability. I asked where is it written, and they said, it isn't. That's when I emphasised that I get the room that I had booked and paid for. After a little hesitation and seeing that I wasn't budging, they gave us a room on 22nd floor, which was exactly what I had seen in pictures. Highly disappointing that a hotel of this stature would stoop to such a level of cheating its customers. I paid a bomb (USD 950 for two nights) for the rooms and this is not what I expected. Having said that the Location, Amenities, Rooms, Atmosphere, Service was top notch. I'll give them that. But please don't take your customers for fools.