Kastel di Asia

"when I arrived for check in at 2pm, they said, my room was not ready yet and I was asked to wait at the hospitality lounge. They promised they will call when room ready. At almost 3pm, I went down to receptionist to check the room, but they said I have no reservation, and later said that my room has not yet ready, and they tried to find other room for me. For this I could not understand. If they already have rooms ready, why not assign such ready room to me, instead of having me waiting for 1 hour to be told that my reservation was gone. When check out, only one PIC was in charge in the counter and she was just rude."