I have to start off by saying that the location of the hotel is great and it comes with great views too.
I booked the stay using points and my family was not asked to give a deposit upon check in. They went for breakfast and I was informed that they would not be able to charge anything to the room and had to pay by cash, which means that I was not able to entail my points which I could have gotten by charging it to the room. It does seem unfair, given that they were not provided a choice upon check in.
The night before check out, my family found a rat in the room slightly past midnight. It was only after my dad brought his phone showing a video of the rat in the room that someone assisted with a room change. In the new room, the toilet and sink were leaking. Technicians came up and left footprints trailing from the bathroom as well as the floor wet. My dad had to be the one to clean it himself, and even fixed the bathroom tap.
When we asked for the manager on duty at night at about 1am, as well as when we were checking out in the morning at 6 and 7am, we were informed that there was no manager at all.
I am honestly confused how a rat in the room is not something to prioritize and why the room we were transferred to had defects in it.