My experience at reception was disappointing from the moment I arrived. The welcome felt cold and unwelcoming. Since I arrived early (around 11:00 a.m.), I was immediately told that my room would only be ready at 3:00 p.m. I politely asked if there was any possibility of an earlier check-in, or if they could call me if the room became available sooner. The response was simply that the room would be ready at 3:00 p.m., with no effort to offer any flexibility or assistance.
When I returned at 3:00 p.m., I was then informed that my reservation had been made for one person, even though we were two guests, and that I would need to update the booking online before they could proceed. This could have easily been addressed when I first arrived at 11:00 a.m., but no one asked about the number of guests or attempted to verify the reservation at that time.
As the booking was for a room only, I asked whether the reception team could update the occupancy from their side. After consulting a colleague, I was told they could not. I believe management should review situations like this, as they are minor issues that could often be resolved quickly by trained front desk staff, rather than placing the burden on the guest. While someone familiar with online bookings may be able to make the changes easily, others—such as bookings made by family members or elderly guests—could find this frustrating and unnecessary.
Having worked in hospitality myself, I believe true hospitality is reflected in attitude, empathy, and customer service. Facilities are important, but a warm welcome and a genuine willingness to help can make a much bigger difference to a guest’s overall experience. Unfortunately, that was missing during my stay.
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