"We booked a higher-category double room, but upon arrival the room did not match the photos. The layout was noticeably different — the wall with the window was only half-width, making the space feel smaller, darker, and somewhat cramped.
Since we arrived around midnight, I immediately asked the receptionist if we could switch to a room that actually matched the advertised photos. I was told that no such room was available.
However, the next morning around 8 a.m., the situation changed. After an initial dismissive response to my wife’s complaint, I approached the reception myself. At that moment, the staff did not realize we were together and I overheard them discussing our case, referring to us as “the guests who want the normal room,” which strongly suggested they were aware that our assigned room was inferior.
Shortly after, they showed us another room — one that fully matched the photos and our expectations — and moved us there. From that point on, our stay was satisfactory.
Overall, the experience was negatively affected by the initial handling and lack of transparency, despite the eventual resolution."
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