Room was not ready at the promised check-in time according to booking confirmation
We were given several new times (always 15-30 min increments) at the end of which the room was not ready. Final wait was 2.5h after check-in time promised on booking
Some details:
- The hotel is currently undergoing renovations. Craftsmen were moving through the reception area with boxes and equipment back and forth the whole time we waited
- About a dozen other guests were in the same situation, always being told "the rooms will be ready soon, just wait 30 more minutes"
- There was only a single receptionist who was visibly overwhelmed with the whole situation
- Several guests asked if there is a responsible director available to explain or resolve the situation. Apparently, he was busy.
- The explanation given was: "The rooms aren't ready yet. We are undergoing refurbishment. The rooms all have to be checked by our staff before you can use them"
- When we finally got into our room, some parts were unfinished (metal strips that should have been fastened were only loosely placed on the furniture)
- At no point was there a guarantee if the rooms would even be available at all during that day
- No compensation or similar was offered for the inconvenience. We were offered to use the water cooler
Our interpretation:
Their hotel management made those rooms available for booking without knowning if they were even finished at that day.