We arrived around 3 p.m. and the person at the reception couldn't find our reservation made through Trip.com. With a lot of anger and insistence he told us that he couldn't do anything and that we had to contact Trip.com to solve the thing with them (after 9 hours of travel and all the possible confirmation emails). While I was waiting for Trip.com to respond to us, another person called us saying that everything was in order, that they couldn't find it due to a "computer error." Not an apology, nothing.
The room was not bad, second floor, well located. Old hotel facility, the 5 stars are not deserved, honestly, it is a current 4 star, for the price paid it is fine.
Good buffet breakfast, equally good and attentive service.
We had a problem one day when they didn't make the room, we had to complain at 7:30 p.m. and they cleaned it and made it very quickly (and quite "lightly"), but, well...
We cannot comment on SPA, Gym etc since we have not tried those services.
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