"I had two complaints.
First, I am a silver member of Hotels.Com, so I made a reservation for free wine. However, the hotel staff said that the system was not working properly and that it could not be confirmed.
She told me to prove it, so I showed her an email that was booked on my phone. (There was a Silver Member free wine sentence) And yet she wouldn't give me free wine. Eventually, I got angry and said I didn't understand why I had to have this conversation about a system problem. Then she handed me a bottle of wine. I was puzzled.
Second, I asked Hotels.COM to install the sofa bed before I arrived. I received a reply email from a staff member that I had left a note. But when I entered the room, the sofa bed was not installed.
Overall, the service quality of this hotel is lower in every way than the hotel I stayed at a few weeks ago.
I have decided not to book this hotel again. I think the hotel staff needs training to improve their insincere and unpleasant attitudes."
