I have booked two rooms, for me and my parents. Now the sink in my parents bathroom , when they first run the water, dirt came out of the sink pipe when I saw it, I almost puked. This was reported to the reception later on. The coffee machine was not working, I called reception for alternative, she told me that she will check if they have a spare one, and if they did have a spare one, I have to go down to collect it, as if we broke it. They never called back in that regard, the coffee machine was not replaced at all. For the other room that I was staying in, I put the please make my room sign before going out, when I returned the room was not made, so I called reception. The same thing for my parents, their room was not made hours after leaving the room, until my father called reception and expressed that he was not satisfied at all with the service. I have noticed a paper sticked in the lift saying that “ We hope you enjoyed your stay, to support us leave if a comment and give us the best mark. However, if there is something you didn’t like we appreciate your comment to the reception”. I think this approach is misleading, because limiting the experience and only posting positive reviews would make my experience reoccur to others.
