I booked the duplex suite including a 45-minute massage for 4:00 PM, based on the fact that the room was supposed to be delivered at 3:00 PM, so that we could arrive, get ready at leisure, and start the experience in a dignified manner. On Thursday morning, I received a call from the person in charge of the accommodation, who claimed that there was a "problem with the jacuzzi" and therefore check-in would be postponed until 4:00 PM. I made it clear unequivocally that this was unacceptable, since we were scheduled for a massage and needed proper time to get ready. At 2:00 PM, another message was received: the room would only be ready after the massage. As compensation, it was suggested that we would have a check-out at 12:00 PM instead of 11:00 AM — a completely meaningless compensation for us (in fact, we left at 10:50 AM). She did offer a temporary room to get ready, but this solution does not meet the minimum standard of a hospitality experience. You can't "live out of your suitcases" when you book a suite and a scheduled massage. At 3:50 PM we arrived and saw the cleaner still inside the room. She said that the previous guests had just left — so clearly there was no "problem with the jacuzzi." This is simply an incorrect presentation of reality, and it's a shame. Unfortunately, even after we finished the massage, the room was still not ready. In fact, we only received it at 5:30 PM. This is completely unreasonable, unprofessional, and really uncomfortable. Instead of entering a calm suite, we had to walk around and wait with all our equipment. Additional points that require immediate attention: The closet in the bedroom is not fixed. When opening the closet door, it almost fell on my wife. This is a clear safety hazard. The shower has no door, and all the water spills out. We had to use two towels that got completely wet. This does not match the standard of the room and the price. In conclusion: Such behavior is unbecoming of a hotel that presents itself as high-class. It is impossible for guests to pay full price and receive treatment that feels amateurish, unreliable, and disrespectful. It's a shame that this is the impression left from a stay that was supposed to be a good experience.
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