I am writing to express my profound disappointment with the service received during my recent stay at your hotel. I had made a reservation for three rooms and had specifically requested that they be located on the same floor, as I was travelling with several children. This request was clearly communicated at the time of booking and reiterated prior to our arrival.
To my dismay, not only were the rooms assigned on different floors, but they were also smoking rooms—despite my explicit request for non-smoking accommodations. This was not only inconvenient but entirely inappropriate, given the presence of young children in our party.
Upon raising the issue with the front desk, we were assured that we would be relocated to a suite to better accommodate our needs. However, this promise was never fulfilled. No alternative arrangements were offered, and the situation was met with indifference and a lack of urgency from the staff. The entire experience was disorganized and chaotic, and it fell far below the standards one would expect from a reputable establishment.
I am extremely disappointed and hope that serious measures will be taken to ensure that future guests do not endure a similar experience