Since our check-in, we discovered that the air conditioning in our room was not functioning. We specifically chose your hotel because air conditioning was listed as a basic amenity, and we expected a comfortable environment for our family after driving for 4 hours. Unfortunately, the room was extremely hot and stuffy, with outside temperatures at 29°C, making it impossible to rest properly.
We tried to call reception to report the issue, but no one answered the phone. As a result, we had to personally go down six floors several times to speak with staff. Only then were we told that the air conditioning system had not been working since 5:00 pm on 4th July. We checked in at 9:30 pm and were not informed about this issue upon arrival, which is unacceptable and shows a clear failure of communication and customer care. Infact when first reported we were asked to wait for sometime for the room to get cooler. This is really shocking despite the fact that the hotel management staff at reception knew that it’s a failure of the aircon system in the entire hotel and it has been reported to the directors much before our arrival.
This experience has completely disrupted our holiday and caused significant discomfort and distress for our family. We feel that the services promised to us were not provided, and we have been seriously inconvenienced.