5/10 Rating
The room was good, but the access arrangements need improvements
Likes: The room was good, but the access arrangements and overly intrusive ID verification made what should have been a simple stay far more difficult than it needed to be.
Dislikes: The online ID verification process felt unnecessarily invasive. I understand the need to confirm a guest’s identity, but requiring a copy of photographic ID together with facial mapping/biometric verification through an app seemed excessive for a hotel stay. It wasn’t clear why this level of personal information was necessary or how long it would be retained.
The bigger problem occurred when we returned to the hotel in the evening and the code for the main entrance simply did not work. We called support and spent around eight minutes trying several different access codes, none of which worked. The call then ended abruptly without the problem being resolved.
We called again and spent another ten minutes trying to gain access. Eventually, a local serviceman arrived. Even he could not open the main entrance, although thankfully he was able to get us into the building through a side door.
For a completely staffless hotel, reliable access is fundamental. There really needs to be a secure way for remote support to unlock the entrance when the access system fails. In this day and age, leaving paying guests locked outside for nearly 20 minutes while support tries different codes is not an acceptable failure mode.