жах... horror...

Good day. Booked a room on April 14 to April 28 for one night. Orders were accepted politely, told about the rooms, about accommodation with a 4-year-old child. Nobody called the day before. Two hours before settling in, she called herself. The girl at the reception assured that they were waiting for us and at 14:00 we could call in and hung up. I was upset that I didn't listen, but I thought maybe a lot of people. We arrived with friends at 14:30 and ...the girl gives a felt-tip pen instead of a pen to fill in the client's card. ? Surprised. And this was just the beginning ...The rooms are not cleaned, at the reception they just say to wait. No apologies, no explanations. Then the girl slowly announces that our rooms should be cleaned. When I tell her that our number does not match the order at all, I hear in response, I can not help. Honestly, I don't like such situations, but somehow it became insulting. She told me that we weren't staying, and the girl didn't care.
It is a pity that the hotel is in a nice cozy place, with an attractive lobby, but not interested in customers.
Impressions from communication at the reception are not the best.