TLDR: beware booking through Airbnb, follow up ahead to confirm booking.
I booked this hotel through Airbnb and I got the confirmation email. I booked in early Feb for a March 18 check-in. When I arrived that evening, they had “no record” of my booking, despite me showing them my email and payment proof, the receptionist on duty refused, saying he couldn’t do anything if my booking isn’t in their system. He was supremely unhelpful.
I spent over 2 hours dealing with Airbnb by message and several phone calls, including one that lasted 1hr 26 mins.
Even once Airbnb confirmed to him by email that they see my booking confirmed on behalf of the hotel and that if they cannot accommodate me there will be the penalty fees charged to the hotel. He still refused me because he was missing the original email from Airbnb which should automatically have created the booking. After all this messing around it was so late at night, and he was then saying he couldn’t check me in because it’s now the 19th because it’s past midnight.
He showed me his screen and another example what the email needed to look like. I asked him to search the inbox for my booking number, he did, and like magic, an email from Airbnb about my booking showed up from February. However he was adamant it wasn’t the right kind of email so he can’t give me a room. I wonder if they didn’t get the other email, or someone accidentally deleted it, but either way they had been notified well ahead of time that I had booked and if they didn’t receive the second email they should have chased it up with Airbnb.
Then he was refusing because he was sure they won’t receive the payment from Airbnb because the booking didn’t get into their system. He got me to request Airbnb to email him to say the payment is guaranteed and explained the payout policy. Even after that, he wasn’t satisfied. Finally eventually he gave me a room key, however he continued to moan and argue with me about how they will need to contact Airbnb because he’s sure they won’t get the payment. 🙄
Okay - if a technical issue occurred, but even after having the information and an exhausted, upset guest in front of him, he drew out the situation causing so much stress through his lack of compassion or willingness to help find a resolution.
Aside from this my stay was good. Other staff were friendly. But be warned!