This hotel has succeeded in lowering the bar for customer service lower then anyone else. To make a long story short, we booked a room which was supposed to have three beds. However, this turned out to be a mistake on the end of Hotwire (booked at standard rate) as their website should have offered a choice, one king bed, or two twin beds. However, it was listed for both.
Although this could be changed to the two twin bed type, we had to pay extra for the 3rd bed. We were told this bed included breakfast though, a real bonus considering the other two people in the room were not allowed to join! No form of help or compromise was possible, free extra bed, discounted extra bed without breakfast for one person, breakfast for the other persons, all not possible.
After much arguing they agreed to cancel and refund the remaining nights. However, 'they did not have our money' and we'd have to go to Hotwire to get them to refund it. Ofcourse, they did not tell Hotwire the same, and told them to only refund only one night.
Another detail: when paying for the room deposit by creditcard, the transaction was declined. It is not clear to me why. Strangely enough he could not produce a receipt though, and after all misinformation this felt like getting scammed again. This was even reinforced when he told me I entered my PIN wrong two times! However, I have had the pin pad in my hands for a total of 5 seconds, and the PIN pad said "PIN OK!", which it was by the way. I only entered it once, so this was another example of the hotel staff just outright lying.
The room was nice though, although with the extra bed it was completely full. Also the ammenities listed such as a sofa bed were not present, which could have prevented a lot of trouble. Although the hotel is reasonably close to the airport, it is located in the middle of nowhere surrounded by what can be best described as slums.
Don't book at this hotel if you expect any extra service from a self proclaimed 5-star hotel.
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