We arrived at the hotel with two more couples and we planned to stay for a long time (9 days and 20 days respectively). Prior to our arrival, one of the reservation officer (Ms. Ike) agreed to give us an upgrade for our room (in an email confirmation) but at the end when we arrived, the check-in counter did not allow us. It seemed that between different staff, they had different understanding on what written in the email. They argued that the upgrade should be given only to someone who made booking through their own hotel website rather than booking.com, but obviously Ms. Ike knew very well that we booked it through booking.com. At the end after a long discussion, we got an upgrade. The room was large but we did not think it is a 5-star quality. They did not do a great maintenance in terms of cleaning up and replenishing the amenities. Room-service staff are also not very well trained, every time we requested something, it took them to come back at least twice before providing us with what we wanted. Of course, for the price we paid and its location, we think that it is a hotel with value for money. But certainly, I think it does not deserve a 5-star rating.
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