Don’t book this hotel. Some of the staff were very unhelpful. After a long journey, we checked into our room, freshened up, and then went downstairs to report to the receptionist that the room was very dirty. The floors hadn’t been cleaned, the room had a strange smell which forced us to keep the windows open, and the toilet had a bad odour. We asked if we could change our room. At the desk was a man who I believe was security, and his behaviour was surprising—dismissive and unprofessional. The receptionist sent him upstairs to check the room, and instead of listening, he started raising his voice in his own language because he didn’t understand English. We simply pointed out that the room was dirty, with hair on the bed and dust everywhere, but he continued speaking loudly.
Thankfully, another security staff member came and politely explained the situation—that because we had already used the room, they couldn’t give us a new one, as it could no longer be resold. We were not aware of this policy, as in other hotels we’ve stayed at, even after using a room, issues like this would still be resolved with a change. That explanation was acceptable, but the way the first man treated us was disappointing. He could have calmly explained the policy instead of raising his voice and closing the door on us.
This experience has left a very negative impression. Customer service is what guests remember most, and here it was completely lacking. I will not be booking with Ibis again.