Four Points Flex by Sheraton Copenhagen Arena

I had a horrible experience with this hotel. We are Indians we live in Dubai. We had booked a family room which had a double bed and 2 bunk beds mounted on the wall (as per pics and description). Upon check in we were alloted a room with a double bed and a sofa bed which was completely different from what I was shown in the Agoda website. The staff (receptionist who checked me in) mumbled some FINE PRINT type details like ‘the hotel can replace this family room with a room with sofa bed instead of bunk beds etc.’ The receptionist first said she couldnt do anything as they were full etc. On my severe protest (as my elder daughter who is 16 and the younger one who is 9 : both their ages mentioned while booking) JUST COULD Not sleep comfortably on a small sofa bed, she gave us 2 double rooms. In the evening when I raised this issue with the team at reception they were honest to admit that I was not the only one who was complaining about the family rooms being switched with sofa cum bed rooms. Apparently this is a big issue with this hotel.. However, the major issues were: 1. Zero warmth from the girl who checked us in. Very business like and she clearly made me feel we are not welcome in their hotel. Maybe she didn’t like Indians. 2. I asked for a kettle to make tea / coffee in the room : She said they don’t have kettles and I could get hot water from the restaurant machine. 3. Day 2 evening when we came back, we were shocked that housekeeping didn’t clean the room properly. Just made the bed and didn’t touch the toilet. 4. On day 3 morning 9th Aug, I specifically mentioned to the receptionist on duty at around 0830/0840 am that the toilets need to be cleaned. When we came back in the evening, neither the toilets were touched nor the room was vaccummed. Tissues were lying on the floor, coffee mugs were lying on the table. 5. Now, I took up all these issues with the Receptionist on duty in the evening Mr. ***: a. Cleaning issues despite reminders b. No kettle c. Lack of warmth/zero greeting upon check in etc. 6. Mr. ***was very sympathetic and said he was surprised that even towels were not replaced. He was also surprised that the receptionist didn’t give me a kettle (they do have kettles for people who ask) and he gave me one. He asked me to write to the hotel with my feedback. I requested for a late checkout and he was very kind to agree to it (as we had a train to Stockholm in the evening). What happened when I checked out in the evening of 10th Aug was ALARMING. I deposited the key cards and the same 2 girls were on duty (one who checked me in a very cold manner and the one who didn’t act on my request to clean the toilets). I told thank you to both when I left the hotel. ZERO acknowledgement. I said Thank you again. The just looked at me with a straight face with ZERO acknowledgement. I just couldn’t tolerate it anymore. I told them that the least they could do was to acknowledge my thank you, forget saying a simple thing like goodbye. One receptionist said ‘this is because of your behaviour’. I said ‘what was wrong with my behaviour’. She didn’t say anything but in a very very insulting and cheeky manner, MOCKING me terribly said ‘byeeeeee’. I said this is terrible, she again said ‘Byeeeeee’ and I expressed my indignation and said this is shameful coming from a Marriot group hotel, she again said ‘BYEEEEE’ mocking me and implying I leave immediately. Hats off to Mr. ***who at least had the decency to acknowledge the shortfalls and tried his best to make good. But this experience has been humiliating. I am a global traveller, have been to 60 plus countries but never before I have experienced such cold, rude staff who clearly discriminate. The same receptionist who very cold, was talking very pleasantly with another person who appeared to be from Europe in a pleasing manner while I was checking out. I do feel very unwelcome and I believe was treated very badly by the staff. I still cannot believe the humiliation I

the hotel and the location is perfect for a short transit. the room is clean but lack of amenities. not even a hot water kettle. overall, good hotel and worth the money.

Clean, friendly staffs, convenient location

Clean and decent room but don't expect much for service. We stayed for 11 nights, out of it we asked for cleaning for 2 times. Sheets not changed as the stain is still there. Shower gel not refilled, totally emptied :( other than that when we first got the room, it was really clean and cosy. We were satisfied. The mattress for the bed is really thin, was a little culture shock. There isn't any fridge as well. The TV is not able to use for local channels. I had asked 4 times but no follow up. Would recommend this hotel as is very near to metro, supermarket and Field's shopping centre.