The original booking was before covid19. We were unable to get a refund but got a coupon instead. And now we decided to use the coupon after 3 yrs.
I booked 4 family rooms (few months before) since its a group of 4 families. I called hotels.com customer service since I have a complicated situation with one of the rooms. I was referred to call directly the hotel.
I called the number of the hotel and talked to a representative named Rudolf. It was the worst customer service ever. I was trying to explain to him the situation of one of the rooms: Before covid, this room is for 2 adults and 1 child (3yrs old) but after covid, it became 2 adults, 1 child (6yrs) and a baby (1yr). I was asking him if it was okay since the room was for only 3 persons and as far as the baby is sleeping in the adults bed, the baby is free to stay. I told him that I also talked to hotels.com and he answered, "Are they the one making your rooms?" I was shocked. I still try to talk nicely to him but he was just rude all the way. And then in the end he said that he is not working in the hotel itself but in booking services. He is not even the person I need to talk to. So he referred me to talk to the hotel itself. So I talked to the hotel and problem solved.
During our stay: the rooms are small, its so warm even if there is an AC (I also talked to the reception about this), cleaning personnel are very rude and mad when you try to ask them about something. Lastly, towels are dirty and always missing.