R13 - A Townhouse Hotel

In general was good but the only think that was weird for me, we didn’t received the code for the access, then I called the phone number in the door in the entrance. The lady told me that she can find the reservation they I gave her the number, she said the payment was not done or rejected, but I have the emails with the confirmation, she said ok I this is the code number. My question is if she means the payment was rejected and she gave me anyways the code. She was expecting that I give up with my reservation?

When we were dropped off at the address, we didn't know if we were at the right hotel. We couldn't see the name "A townhouse hotel" and the entrance keypad was barely noticeable. The thought of being scammed was scary, especially once arriving to a foreign country and my credit card was charged already. Very grateful that someone came out of the brown doors after 10 mins, which helped to us spot and use the black keypad by first pressing a rectangular icon. The hotel should have made these instructions more clear in the check-in email. There was no storage room for our luggage so we had many hours to wait until 3pm to access our room. (Some hotels allow free earlier access if the room is already empty, or sympathetic with the traveler's situation.) Once inside the room, my kid noticed that the toilet bowl was soiled! It was horrifying. The rest of the room seemed fine (apart from the broken glass on the window, which we hoped would not fall apart during our stay). We hurried to clean up the toilet by ourselves with lots of soap and tissue but I was appalled that this detail was overlooked by the cleaning staff. In addition, no staff is on site (no front desk reception), so if you have major issues, better be prepared to bear the responsibility meanwhile. Hopefully the virtual staff will "rescue" you in time over the agoda email messaging system... If you are lucky, it's no longer than 1 hour, but if it's an emergency, better to book a different hotel with an onsite 24-hour front desk. Areas for improvement: Provide a self-access luggage storage room with a key code. Although staff informed us there is a supplies cabinet on each floor, e.g., to restock towels if needed, the cabinets are pretty bare each day. Usually it's a random towel or pillow case. The tea selection could be expanded. The supply of kitchen equipment was good, like toaster and dishwasher and stove, so the kitchen rating is 4/5. The comfort and cleanliness of beds, 5/5. Customer/staff support and responsiveness, 3/5. Cleanliness of toilet, at least first impression, 1/5. Perhaps hotel can provide a duster mop in the room (e.g., with a disposable wipe), which would be great for families or stays for 2+ days. No room cleaning is provided, unless you pay extra. Location of hotel and access to sightseeing: 5/5 for the price of hotel. Value for money, 4/5. My overall impression of the hotel is mixed-- it was an up-and-down experience. (e.g., we felt very unsettled and upset on the first day upon arrival; we were not prepared nor desired the hotel issues and problems noted above). Hope it's smoother stay for other travelers, and going forward if we come again in future.

Got locked out of room on the middle of the blizzard Self check in so no one at hotel to help Staff very rude and not helpful when texting for help Just too many problems