The safe in the room couldn’t be opened. The staff tried and tried to open it without any luck.
We said we wanted a new room, but no they would fix the safe.
After almost 4 hours we managed to convince them to give us a new room.
Their behavior was rude, and they showed no ability or interest in fixing the problem.
The “manager” or what he is called wasn’t much help. After a lot of convincing he promised a new room. A few minutes later he sent another person to say that we didn’t get a new room, they would still try to fix the safe. I then demanded to get the manager to me. He didn’t show up, but finally he approved the new room. It looked like the manager was hiding, and scared to face us.
This hotel have a long way to go in how customer care works.
After they tried to open with the key and the master key without luck, they should have realized the problem and just give us the new room.
They was also lying to us all the time. They claimed that they wasn’t sure if they had a new room available. The truth is that the room just across the hallway was available and ready all the time.