Above all, we were extremely disappointed by the lack of basic service and communication during our stay.
When we requested new towels, we were informed that no housekeeping staff were on site and were asked to wait 30 minutes. This was inconvenient and unacceptable for a hotel stay.
In addition, there was no wine opener provided in the room. When we contacted the front desk, we were told to purchase one ourselves at a nearby 7-Eleven. The following day, when we asked to borrow a wine opener from the bar, we were told to bring our bottle to the bar for opening instead. These responses were unhelpful and reflected a clear lack of guest-oriented service.
Furthermore, I had VIP access through Hotels.com, which included benefits such as a complimentary beverage. However, these VIP benefits were never mentioned or explained at check-in or at any point during our stay. As a result, we were unable to use benefits that we were clearly entitled to.
Taken together, these issues significantly impacted our experience and did not meet the standards we expect from a property listed on Hotels.com, especially considering the advertised VIP benefits.
We respectfully request that this matter be reviewed and that appropriate compensation or resolution be considered.