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Me and my wife booked a "Privilege Double Room" for 2 nights and when we checked in, the hotel staff Melanie at the checkin counter ( the manager i think) put us in a wrong room, to the Classic Double Room - this has a price difference of around 25 Euros per night. After further checking with another staff, they confirmed that they accidentally swapped our room with another guest, who is a friend of ours but with a completely separate booking on his own. The hotel staff Melanie then told us to switch the rooms ourselves, even though it was her mistake, and only assisted me with the luggages after we requested several times for the purpose of switching rooms. Here is the best part, they did bring our luggages to our friend's room but did not assist my friend's 4 luggages to his new room. So we had to do it ourselves - not the biggest issue but not quite the service we really expect from a relatively sizeable hotel chain, bear in mind that this specific hotel that I'm reviewing on claims to be a "4-star" hotel, not a hostel.
With regards to the room, what we were expecting on the "Privelege Double Room" was that it comes with a balcony as shown in the photos online when we made the hotel reservation - that was the sole reason why we selected the privelege room over the classic room. When we got in the room, we found out that the balconies are locked for safety reasons and was told by the staff that there's only 1 room that has its own balcony access. So I felt like I've been scammed and wasted the extra money for nothing. Our toilet comes with a bath tub but no shower cabin, and there are no drainage holes in the toilet at all so when you have water overflowing from the tub or when you shower standing in the bath tub, it will result in a mini flood.
Lastly, we had a few cups of the detox water offered at the reception area (those that are infused with lemon, mint and cucumber etc in a big jar), both me and my wife, my friend and his wife all had diarrhea shortly after, I also had to vomit once too. I'm not accusing this was 100% the hotel's doing / I'm not 100% certain it was the water, but the four of us went to a michelin starred restaurant before this, and had different dishes before returning to the hotel - this is when we consumed the "water". Good luck if you are staying at this hotel.
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