First of all, I was disappointed with the booking process. Due to an issue with data connection, my room was booked twice. I received two email confirmations within a minute of each other (1:27 and 1:28). I immediately called the hotel to report the duplicate booking, but they advised me to contact Hotels.com. Hotels.com was very helpful in addressing the issue, but unfortunately, the property refused to provide a credit. They insisted on enforcing their non-refundable policy, despite it clearly being a system error.
Upon arrival, the lady at check-in was very kind and helpful, which I appreciated. However, later in the evening when we asked about restaurant recommendations, the gentleman at the desk was not as helpful and came across as dismissive.
Overall, the experience left me frustrated with the hotelโs lack of flexibility regarding the booking error, and the inconsistent customer service was disappointing.