Hotel Smart

No answer on Booking on any message
Self check in problems (link to checkin app not provided on booking)
No minibar (it was mentioned as a facility)
Already consumed toiletries

Modul de Check in puțin complicat si cam târziu.
Liftul care nu ajunge la etajul 4 dacat pana etajul 3.

Am fi apreciat daca macar o data ar fi venit cineva in cele 8 zile de sedere sa ne schimbe lenjeria cat si prosoapele.
Zona era amplasata destul de aproape de Dubai Mall insa foarte galagioasa. Muncitorii de vis-a-vis munceau pana aproape dimineata.

Miros destul de urat in intregul apartament dar in special in baie, unde totodata se auzea un sunet destul de enervant ( ca un bocanit)

Groaznic, totul pare invechit, baia si camera sunt murdare, mocheta urata, veche si roasa. In poze arata ca ti se ofera plicuri cu cafea, sticla cu apa si cafetiera, insa acestea nu exista. Nu le folosesc neaparat, insa doresc sa atrag atentia ca turistii au scris in reviews despre aceleasi aspecte, dar si despre altele care lasa de dorit, iar raspunsul hotelului a fost ca vor remedia situatiile, insa doar spun si nu fac nimic si se pare ca nu au niciun interes pentru ca turistii sa se simta bine. Iluminat insuficient, foarte foarte slab; daca ar exista iluminat mai bun, s-ar vedea tot praful si detaliile de mizerie. Cine doreste lumina mai multa, trebuie sa vina cu lampa de acasa, dar nu prea exista prize. Rudele cu care am venit, nu au primit camera pe care au achitat-o, ci una mai mica. Check-in si check-out online foarte defectuos, nu au receptie si la numarul de telefon din holul hotelului nu raspunde nimeni. Daca veti intampina probleme, nu vi se rezolva. Turistii asteapta cate o ora in hotel ca sa primeasca link-ul pentru completarea formularului de check-in, cu toate ca acest link ar trebui sa fie functional imediat dupa rezervare. Comunicare deficitara. La numarul de telefon din rezervare raspunde o persoana de la o agentie, care nu rezolva nimic si nu revine cu raspuns. La hotel nu se poate servi mic dejun si pana in centrul statiunii este mult de mers. Nu exista aer conditionat. Sunt ursi prin zona. O parte a curtii este lasata in paragina, deci o priveliste deplorabila. Ar trebui inlocuite saltelele, mobilierul vechi si inchis la culoare, care intuneca si mai mult camera, mocheta rupta, robinetii mizerabili si zgariati din baie, chitul sau siliconul umflat si dezlipit. Hotelul arata de 2-3 stele, nu de 4 stele si prea scump pentru ce ofera. Am gasit masina blocata de alta masina, pentru ca nu sunt decat sase locuri de parcare. Bateriile de la clanta usii camerei erau descarcate si aproape ca nu mai puteam intra in camera si nu ai cu cine rezolva problema

I am writing to complain about the unacceptable and extremely frustrating experience we had with your so-called “smart” hotel.

Although we eventually received the entry code, it was sent only after about three hours of trying. we were outside of the hotel the whole time. Upon arrival, the code did not work at all. For the entire time.

We tried the code many times, and I have documented proof attached of a few failed attempts. We even tried it backwards just in case. After several tries, the alarm was activated, creating a stressful and embarrassing situation entirely due to your faulty system.

We spent over 30 minutes outside the room 44 attempting to gain access, with no success. At approximately 7:15 PM, I attempted to contact your customer service, only to discover that your support line was closed, leaving us completely without assistance at a critical moment.

To further worsen the situation, once we attempted to access the room area, we discovered that the elevator does not reach the fourth floor, forcing us to carry heavy suitcases up the stairs.

This chain of failures wasted an entire day of our trip, caused physical exhaustion, stress, and completely disrupted our plans. Ultimately, we had no choice but to leave and book another hotel. Im travelling alone with kids, crying all day, not understanding why we don’t have a place to stay in. I had to, without any choice left, take another hotel in the last minute . Costed me about x5 money

Given the severity of this experience and the total lack of support, we tried demanding:
1. A full refund of the amount paid
2. Additional financial compensation for the loss of time, distress, and inconvenience caused

Im still trying to talk to the hotel to refund me and unfortunately they only try to disclaim responsibility and blame everything on me like it’s my first time traveling or trying to get in a “smart” hotel by self checkin.

This situation is unacceptable by any reasonable hospitality standard.

Automated messages are sent telling customers to check in via a link. The link is redacted in the message. Guests cannot access their room until they complete online check-in. The automated message said that everything is done remotely and, after check-in, a code is issued so guests can access their room. But the link is not there. Nobody responds to the Booking.com messaging facility and cannot get through on the phone number. Was unable to check in at all and had to stay somewhere else where systems work and there are people on hand to solve any problems.