6/10 Good
Oct 26, 2025
The hotel is in a great location, but unfortunately, the customer service was very disappointing. I had booked and prepaid for two apartment suites several months in advance — one of them as a special gift for my newlywed brother. Upon arrival, we were told that one of our rooms was unavailable due to “maintenance issues.” However, after expressing our concerns, the staff admitted that they had actually given our reserved suite away as a free upgrade to another guest without our consent. Shockingly, they even suggested that if we had any concerns, we could speak directly to the guest who took our room.
This is completely unacceptable, especially considering that we paid in advance specifically to secure those suites. It’s unfair that another guest received an upgrade at our expense. Additionally, the mattresses in the rooms were extremely hard and uncomfortable — they definitely need replacing.
Overall, while the location is excellent, the service and handling of our booking were very poor and left a negative impression.
Sanjar
Sanjar, 1-night trip
