We travelled with our dog and, before our arrival, the hotel informed us via chat that we would be assigned a room on the 2nd floor instead of the 6th floor.
At check-in, the receptionist initially assigned us a room on the 6th floor. I mentioned the previous chat conversation, and he changed our room to the 2nd floor.
We only dropped off our luggage and returned later that evening. That’s when we discovered that the room had been prepared for only one guest. There was only one duvet and one set of towels, even though the booking was for two people.
Unfortunately, reception was unattended, nobody answered the phone, and we received no reply in the hotel chat. As a result, two of us had to share one duvet and one towel for the night.
The next morning, I explained the situation to the receptionist during check-out. He was polite and apologetic but said he couldn’t offer any compensation because the booking had been made through Expedia.
Mistakes can happen, but what disappointed us most was that there was no way to get help when we needed it and no solution was offered afterwards. Unfortunately, this made our stay a very disappointing experience.