Warning to all: please get a reservation confirmation via email when you book. We made a phone reservation under my name, but when we reached the hotel, the staff was indignant that "no bookings were made" and "the hotel was full".
True to what others have mentioned, the front desk staff appeared arrogant and snobbish, and wasn't helpful to remedy the situation.
A guide told us that they might have given the room away to someone who paid more for it, regardless of reservation. So much for professionalism.
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