Unacceptable service. Unpon check-in, we were told to wait for 5 minutes then 20 minutes then 40 minutes later we were told our room was ready (we had arrived at 4:30pm - check in was at 2pm). This turned out to be the standard room. We informed the receptionist we had booked and paid for the deluxe suite. This receptionist worked for a different hotel (2 hotels share the same reception). He was much more helpeful and said he was being told this suite would be ready in 5 minutes we all knew it would be longer than this so we were allowed to use the shower in the standard room while we waited. 2 hours after we arrived outlr room was ready. We were rudely l hurried out of the standard room and told not to use anything (too late). During this whole mess we were told nothing about the hotel, pool WiFi etc, not offered a drink while we waited in the hot lobby and not helped with our luggage.
During breakfast the next day, we were informed that the hotel did not have record of our booking and the lady wanted to know when she would be paid. I informed her I had already paid and my booking had been confirmed. I also informed her that the hotel shouldn't be on Hotels.com if they cannot communicate. I then spend 30minutes if my breakfast askeing Hotels.com to contact the hotel to confirm. Not once we're we offered an apology or for of compensation. Beside this the hotel, view, location and room we're all very nice. Just a shame about the service. Would not recommend.