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"Room spotless and staff nice"

"Clean room. Great staff."

"everything was exceptional. "

"I booked this hotel after seeing many positive reviews and was really looking forward to my stay. Unfortunately, my experience didn’t match what I expected. When I arrived, the lobby wasn’t very clean, but I hoped the room would be better. Sadly, the room had a strong smell of cigarettes, a clogged toilet, and dirty furniture. I spoke with the front desk, and the manager kindly offered to show me another room, but that one had similar issues. He then told me I could cancel and receive a full refund, which I agreed to. I was told the refund would take up to 14 days, but after waiting, nothing came through. When I called to follow up, it was difficult to reach the right person, and I was disconnected several times. Eventually, I had to dispute the charge with my bank, and the dispute was approved. However, a few weeks later, my bank reversed the refund because the hotel did not agree to issue it. Overall, I was disappointed — not only by the room conditions, but also by how the situation was handled afterward. I hope management takes this feedback seriously and improves both cleanliness and communication with guests."