When we arrived on our floor after check-in, every room door was wide open, including ours. The pillows in our assigned room had no pillowcases, and it was evident housekeeping had not finished preparing the room. There was no signage or communication explaining why the floor looked unsecured and mid-clean.
The most serious issue happened shortly after: another guest was accidentally given a key card to our room. My girlfriend was napping inside when a strange man unexpectedly walked in. This is an unacceptable breach of privacy and safety.
When we reported the incident, the front-desk staff member came to the room and rudely asked my girlfriend for her name, even after she explained the reservation was under my name. He then left abruptly without acknowledging the situation or offering any apology, explanation, or assistance.
Overall, our experience raised major concerns:
Security:
Room doors left open during check-in hours
Another guest issued a key to our room
My girlfriend startled awake by an unknown man entering
Cleanliness & Readiness:
Room not fully prepared (missing pillowcases, linens not finished)
Housekeeping procedures not clearly managed or communicated
Customer Service:
Staff response was dismissive and unprofessional
No apology, no ownership, no reassurance of corrective action