My family arrived at 1:00 AM and had informed the hotel in advance that there would be three adults, requesting an extra bed accordingly. Despite this, my parents and sister had to wait until 2:30 - 3 AM for the third bed and bed sheets to be provided.
The reception claimed that the extra bed is only prepared after guests arrive, in case they don’t show up, but this makes no sense when the booking clearly specified three adults. After a long and exhausting flight, they were extremely tired and should not have had to wait over an hour in the middle of the night just to get basic sleeping arrangements sorted.
Very disappointing and unprofessional experience for almost 200$ for couple of hours.. I had a second room from 3rd to 6th September. Also, as a Gold tier member on hotels.com I would expect better service.