2 weekends ago we had a great stay here and enjoyed it so much that we booked again for last weekend (just Friday this time) and we were given a perfect example of how important staff are to a successful hotel. On our first visit check-in took 2 minutes and we had an excellent, very large, Premium room. No problems, great service from the guy on reception. This time, different staff member. We were 25 minutes in line, treated like dirt, charged a deposit for each room which hadn't happened before, given a room that was less than half the size of the previous week, even though we booked "Premium Rooms" again, had our room keys cancelled "because you must check out at 12 o'clock" - but this was at 11:10 and our bags were still in the room, on the 7th floor. This same staff member made one woman wait 15 minutes to ask a simple question. Other groups in line were laughing at her insolent attitude. In general, the staff here are absolutely fine, the hotel is excellent value for money, but there's no way I'm paying another penny to be treated like that. This person is an absolute liability and will damage the hotel's business. We visit Malmo at least twice a month, usually 2 rooms, 2 nights, and there are some decent hotels in the city but unfortunately we won't be back to this one.