"Our check-in experience was extremely disappointing.
Upon entering the room assigned to us, we discovered that it had not been cleaned. Towels were scattered throughout the room, and the rubbish bin was still full, indicating that the room had not been prepared for incoming guests.
We had to return to the front desk to report the issue, after which we were assigned another room on a different floor. This caused significant inconvenience, as my entire family, including my elderly mother who has mobility limitations, had to carry our luggage and relocate to the new room ourselves. No assistance was offered by the hotel staff, nor was any apology extended for the inconvenience caused.
Unfortunately, the issues did not end there. The television in the replacement room was not properly set up and could not be used upon arrival. We had to contact the hotel and wait for a technician to attend to the issue. Even after the television was configured, only a limited number of channels were available and the signal quality was poor, resulting in an unsatisfactory viewing experience.
In addition, we did not feel secure during our stay. It appeared that anyone could enter the hotel and access the lifts and guest floors without the use of an access card or any form of security control. As a result, we felt unsafe and were reluctant to leave our room, particularly at night.
Overall, the lack of basic room readiness, guest assistance, customer service, room facilities, and security measu"
