The Best Western Svava Hotel in Uppsala is a very nice place to stay, convenient location next to train station and the old part of the town, clean, sufficiently large rooms with modern equipment, very calm, excellent breakfast, all at a good price. You get real value here, and this is why I choose the Best Western Svava whenever I am in Uppsala. This time, however, I was greatly dissatisfied with the way I was treated on arrival and departure. On July 24, I arrived pretty early around 10am, my room was not ready yet, so I had to wait. I asked if it could be made possible to give me the room somewhat earlier, and the receptionist let me know that she was confident to have it ready for me by noon and would be going to inform me immediately when this were to happen. By the end of this conversation she could not resist to point out to me that check-in to the room was not guaranteed before 3:30pm. At noon, I asked again, room still not ready, and again I was instructed that there was no claim to get the room before 3:30pm. Same game at 1pm when I decided to go for a brief lunch. Back from lunch around 2:30pm same procedure, but this time I was offered an immediately available alternative which was a room in which the window could not be opened (it was summer and pretty hot and stuffy air at that time). After having been waiting so long for a room with window, I declined with thanks and stood by for another hour. At 3:30pm (the receptionist had changed around 3), I stepped up to the desk and received my room without any comment or delay. A similar experience awaited me at checkout. I asked if I could pay with my bank card, and the receptionist answered that my bill had been charged to my credit card already (which I had to deposit at reservation time). In my experience, bills are never automatically charged to your credit card that is deposited as a security when booking. Rather, you always get asked at checkout time how you wish to pay, and therefore, I expressed my dissatisfaction with this procedure at Svava Hotel. In response, I got no regret, no excuse, but just the instruction that I had consented to this practice when reserving the room. Into the bargain, I was given the teaching "you must read the terms and conditions before booking". After this experience, I am asking myself several questions: • Why wasn't I informed when the room became available, particularly since I had been asking for it so many times during such a long waiting period? (It is not credible that the room became ready to move into at 15:30pm sharp.) • Why doesn't hotel management establish priority cleaning for guests arriving early, so they can check into their rooms before official check-in time? (Checkout is before 12:00pm, so there is plenty of time for cleaning and flexible check-in.) • Why aren't guests offered flexible method of payment as is common practice elsewhere? • Shouldn't hotel personnel be trained to not always and without being asked instruct guests about their rights they are NOT given at the Svava Hotel? All in all, good hotel, but there is still plenty of room for further improvements!…