Booked for this Hotel months before. Asked in writing and in person at front desk months before staying that I needed a room on level 12 or 14 and overlooking the pool area because my husband has vertigo and will not be able to stay if higher. I asked if the level I asked for had the room type booked and was reassured that is the case and not to worry.
On arrival we were told that we were on level 16. When asked about lower floors, I was told because of the room type booked that it was not possible. I told the reception staff about the room availability and level indicated above, was told that that’s how the rooms are allocated. What was the point of requesting it months before?
I told them that my husband couldn’t stay because of his vertigo. We were then told there was a room on level 12 but would have to take a room downgrade with no compensation. When we got to the room, we were given a room that a view of the street which brought on my husband’s vertigo. The room was disgusting, very old, and not clean. Toilet bowl was yellow stained, shower/bathtub and sink dirty, shower head broken spraying water everywhere. Toilet roll holder not holding the toilet roll properly kept falling, toilet seat flimsy - not fitted properly and cheap. Bath tub floods when showering, not draining efficiently. Shower tiles black in grout area. Towel rails completely rusted. No spot to place suitcase, air conditioning not working (room hot and stuffy). Not a good start to our holiday, stressful