Reservation - The reservation was booked efficiently and without issue.
The Room - The room was plain but expected unfortunately the entire room had a massive stench of urine permeating throughout the place and we tried to get rid of it with perfume and spray; we called the hotel and the cleaning person tried to clean it but also agreed that the smell was unbearable. Nothing had a lasting effect. The cleaning person indicated it was a problem with drains. Requests for a room change were met with "sorry ma'am no rooms left"... The cleaner also made the ridiculous suggestion that we leave the window open with the air con on as an alternative.
Customer Experience - The front desk is confusing as it took 3-4 calls to confirm if it was OK to have an external massage person show up as one person said it was fine, then another said it was not and that took 30 minutes to confirm. We also had some issues getting an adapter for the plug, no one called us back. When we called back we were told that the "guy who has one" had already left so, sorry about that but we can't provide it. Had we known that could have sourced one but you know, hotels should really have the ability to cover that sort of thing.
In regards to the smell, they said they would "try" to give us another room but we were already trying to find another place to stay as nothing was for sure.
Now we are currently asking to have a partial refund for the night we didn't use, since the hotel lost nothing except potential future customers. So far after almost 5 days we have been told by the third party website they are waiting for the hotel to confirm as our original request was "denied". Keeping in mind that the hotel had already told us that could do nothing and we had to go through third party website for a possible refund. That's circle management, no one taking ownership.
Someone from management needs to own up, we didn't use their unbearably stinking room so they could theoretically rent it out again and we were only asking for the one night refund versus the entire booking which would have been something that could have been on the table due to this massive negative experience....
We sent an email and correlated with Third party Website/the Hotel but our correspondence was met with nothing.
Please avoid this hotel, their website is years old and not updated, and their customer service is non-existent and they will hide behind the broker sites to avoid accountability for customers with negative but fixable situation..