2/10 Terrible
Kerson
Traveled with partner
Oct 12, 2025
I am writing to express my disappointment regarding my recent stay and the lack of VIP benefits I received for my birthday trip
As a VIP member, I was expecting to receive the 2-hour late checkout benefit, but unfortunately, this was not honored. Upon check-in, I requested a late checkout and was told to return at 7 PM to check availability. When I did, I was informed there was no availability, and only after insisting was I granted a checkout at 1 PM — still not the 2 PM I am entitled to.
What made this experience more frustrating was the inconsistency in service. During my check-in, I overheard a guest being offered a 4 PM checkout without issue, and I was told that the standard checkout time is 12 PM. However, the plaque in my room clearly stated the regular checkout time is 12 PM — meaning I was misinformed by the staff member who initially told me it was 11 AM.
This inconsistency and lack of acknowledgment of VIP benefits left me feeling misled and undervalued as a guest. I hope you will look into this issue and take steps to ensure all guests — especially loyal VIP members — are treated with fairness and consistency.
I would appreciate a follow-up and any compensation or gesture of goodwill you can offer for this experience.
Kerson
Stayed 1 night in Oct 2025












































