The location, hotel & value is deserves 5 stars, but our checkin process and communication was so awful that it even deserved 1 star so I just gave it the middle points of 3.
We weren’t checked in until 8pm despite arriving since 9am! We got a double instead of the penthouse for 4 that we booked. They wanted us to pay more at first and claimed we booked the wrong room! But I refused. Fortunately I had screenshots of the chats, which I think if I didn’t, I would have been stranded!
After arguing they gave us 2 rms for the 1st night, but we got smoky, freezing rooms that the window didn’t close! Our kids got allergies as a result! They claimed next day we will get the penthouse room but we didn’t!
Day 2, they said penthouse was booked and blamed us that we booked the wrong room! Only after I showed another person the screenshots again (maybe it was the manager this time) did we finally have peace we changed to a non-smoky room. But we never got to stay in the penthouse we booked!