Upon arrival, we were shown to our room but were not provided with any information regarding keys or building access. No key was handed to us, and after searching, we believe it may have fallen behind the table where your staff member briefly placed it. Lacking a key, we had no means to lock our room and, assuming this was acceptable under the circumstances, left it unlocked when we went out. Additionally, there was no staff present at reception when we left, so we had no opportunity to inquire about the key or access procedures.
Upon our return, we found the entire building locked with no way to re-enter. There was no signage outside indicating what to do or who to call in such a situation. I reviewed all correspondence from your establishment and found no information about building lockout procedures, curfews, or access instructions. Multiple calls to your contact number went unanswered, leaving us stranded without assistance.
As a result, we were forced to book another hotel at our own expense—an unplanned cost that we had not budgeted for.
This experience reflects a significant lapse in guest service and safety protocols. Given the circumstances, I am requesting a full refund for our stay.
