1. Room not prepared
We arrived at the hotel around 8:00 PM with my wife and children. One of the two rooms we had booked, meant for three people, had not been prepared for the third guest: no bed made up, no pillow, no sheets, and no towel. I reported this to the receptionist on duty, who assured me it would be taken care of while we were out.
When we returned around 11:30 PM, nothing had been done. The receptionist on duty at that time explained that because the reservation had been made that same morning through a booking site, the room could not be prepared accordingly. I understand the logistical constraint this may have caused, but I believe that once a hotel accepts a reservation for three people, regardless of the time it was made, it should be able to honor it under the conditions advertised. I therefore had to make the bed myself at 11:30 PM, after requesting the sheets, pillow, and towels from reception.
2. Reception attitude at the garage entrance
Upon our arrival around 8:30 PM, I approached the garage door, which would not open. When I asked the receptionist where the call button was located, she replied in a somewhat condescending tone that it was a "little magic button" right next to the door — in front of my children. In reality, the button was completely hidden by a car parked along the wall, making it impossible to call reception from that spot. I had to double-park on the street and go directly to the front desk instead.
I had to stay in numerous hotels.establishments, I remain attentive to service quality. This is why this type of attitude, in a 4-star hotel recently recognized with an award, was particularly surprising to me.
