Hotel Americano

Room description not matching

Design of the hotel in general and room is sleek and modern. Cleanliness was good and amenities what you expect.

We were two friends and following the room description from booking.com, booked a deluxe or twin room and requested for a twin bed - when we arrived at the front desk the agent informed us that there was no twin room in the hotel and promptly reacted by “upgrading” us to a “suite” as the extra bed would not fit in a regular room, and offered the additional bed for a charge of 50usd/night. Given the fact that we were not responsible of the room description not being correct, I would have expected the charge for the extra bed to be “waived”. No follow up was done by the management, which to me shows a lack of care. The last morning we checked out at 7am and we wanted to have breakfast (included in the price and starting at 7am) and that consists of one beverage and one bakery but the waiter present this morning told us “the bakeries are still being prepared downstairs” with no other solutions. We had an orange juice and left... overall a quick stay but when you pay 400usd+ for a 20sq meter “suite” , even if you were upgraded, you would expect a minimum of care and follow up if there was any issue. We were also not allowed to experience the rooftop as it was closed on both nights for private events. To summarize, great product but not a very “guest” oriented service from our experience.