There is definitely room for improvement in terms of customer service and cleanliness. There was a very unpleasant smell in the lobby during my stay. I was also surprised by additional charges after the reservation, such as having to pay extra for bed sheets, which I believe should be included in the price.
The towels were available for rent, but unfortunately they did not smell clean or fresh. When guests pay for towels, they expect them to be properly washed and pleasant to use.
Another issue concerns the upper bunk beds. The side rails are not high enough to safely keep personal items such as phones or AirPods while sleeping. It is very easy for them to fall behind or under the bed, forcing guests to ask reception for assistance to retrieve their belongings.
I also requested to move to a lower bunk because of my back pain and difficulty using the ladder. I was told that the change would be arranged for the following day, and later I was informed that it had been done. However, the next day I discovered that no lower bed was actually available. This was disappointing and affected my confidence in the information provided by the staff.
These were the main areas that, in my opinion, need improvement.
