Rooms booked: We booked 4 months ahead for 2 superior apartments and 1 family apartment. Based on what is given on booking.com, the beds should be sufficient and are not makeshift beds. They should be proper beds in the apartment.
Rooms given when checked in: 1 apartment with existing beds for 4 {correct}, 1 apartment with existing beds for 3 plus one roll-up bed {incorrect as it should be existing beds for 4} and 1 apartment with existing beds for 4 plus one roll-up bed {incorrect as it should be existing beds for 5 }
Common sense tells us something is wrong since none of the 2 apartments out of the booked were the same. When asked, they were unable to explain why we are given roll-up beds and the apartments does not match what we booked. We had specifically booked the 3 apartments because of the existing beds as we did not want roll-up beds. In summary, we did not get what we had booked for.
We noticed that they uses manual tracking of booking. It is likely that they had been overbooked and tried to give us whatever they had to offer on hand to fit 13 pax. When I spoke to the management over the phone, all she asked was “so, what is it that you want?”. Well, the fault was done by them and they did not ever once admit that they did not give us...Rooms booked: We booked 4 months ahead for 2 superior apartments and 1 family apartment. Based on what is given on booking.com, the beds should be sufficient and are not makeshift beds. They should be proper beds in the apartment.
Rooms given when checked in: 1 apartment with existing beds for 4 {correct}, 1 apartment with existing beds for 3 plus one roll-up bed {incorrect as it should be existing beds for 4} and 1 apartment with existing beds for 4 plus one roll-up bed {incorrect as it should be existing beds for 5 }
Common sense tells us something is wrong since none of the 2 apartments out of the booked were the same. When asked, they were unable to explain why we are given roll-up beds and the apartments does not match what we booked. We had specifically booked the 3 apartments because of the existing beds as we did not want roll-up beds. In summary, we did not get what we had booked for.
We noticed that they uses manual tracking of booking. It is likely that they had been overbooked and tried to give us whatever they had to offer on hand to fit 13 pax. When I spoke to the management over the phone, all she asked was “so, what is it that you want?”. Well, the fault was done by them and they did not ever once admit that they did not give us what we had booked. She should suggest what she can do and not ask me what do I want. Apparently, they probably felt that nothing is wrong as long as there are 13 beds [regardless if they are proper beds or roll-up beds]. They are fully booked and that leaves us no other alternatives. After some discussion, they only offered us a $30 refund because we were pissed and rejected one of the roll-up bed. To be frank, 2 of our rooms were “downgraded” and the management just brush it aside like it is no big deal.
Truly disappointed with them. They should be honest with us when we checked in. All of desk staff were either afraid to speak to us {one Caucasian old man quickly ran off when we asked why are the rooms different} or very rude when the speak to us {a Chinese lady who called herself Pam – guess that is not her name as she was hesitant in sharing her name when I asked her} . I shared with her that we are not unreasonable people but we do not like to be treated like fools. I also shared with her that NO ONE even bother to apologize for the mess they created. They cannot handle 3 apartment booking and make a mess by giving wrong rooms to the wrong family. All we need as angry and mistreated customers is to be treated sincerely. A good sincere apology would have worked things out. Unfortunately, I must say frankly that our stay there was tainted by their lousy management and handing of situation.
Rooms design was bad as stated by other travelers but nothing too bad for us. Cleanliness in the apartments were fine but they placed clean pillows on the floor and I had a "cleaned" towel which has many stands of blond hair on it. Guess depends on your luck. Kitchen stuff were adequate and clean.
Will I come back again? NO WAY. I am sure there are better apartment out there for us at competitive prices too. Suggest management to manage their bookings better and not mess up again for future travelers.More
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