Hotel Acta The Avenue

3.5 stars. Would have been higher if the air-conditioning worked, along with the wifi, and the check in smoother. On arrival was told of the air conditioning problem and taken to a room that was 28 degrees at midnight. Then returned to reception to visit another room, with what seemed to have functioning air conditioning. Then back down to reception again. I was exhausted, having travelled 8 hours across 3 flights. Definitely not the kind of arrival I expected let alone paid for. Later the air conditioning turned out not to work, which I reported and was told would get fixed fast. It wasn't. Wifi worked first for the phone and computer but then later just for the computer. On checkout was offered 15% discount, which seemed quite low given the circumstances. I accepted nonetheless. The breakfast was good and the rooms relatively quiet and comfortable (aside from the air conditioning problem).

We arrived at the hotel early on a Friday morning. Although early check-in wasn’t possible, the staff allowed us to leave our baggage. When we returned at 3 PM for check-in, we were informed that the air conditioning had stopped working that morning. The hotel waived the cancellation fee, allowing guests to cancel without penalty or stay despite the issue. We decided to stay, assuming last-minute weekend accommodations would be difficult and expensive to find. Unfortunately, the room was unbearably hot, about 86 degrees inside, just as hot as outside. After an hour or two of trying to tolerate the heat, we expressed our disappointment to the staff, but no immediate solutions were offered, no complimentary water, breakfast, drinks, fans, or refunds. It was only later that some solutions were presented. We also wish the hotel had notified us earlier in the day or sent an email so we could have had time to make alternate arrangements. We were celebrating a special anniversary, which we mentioned when booking, but this was not acknowledged at all during our stay. On the positive side, the room was very clean and well-maintained. However, the shower leaks onto the rest of the bathroom since there isn’t a full door, which was inconvenient. The hotel provides only a small water bottle with no refillable water station in the lobby, which was disappointing given the circumstances. Overall, the lack of air conditioning and insufficient communication seriously impacted our stay, especially during a special occasion.

Time is extremely valuable for travelers, yet our check-in was delayed by an entire hour. Other guests who arrived after us were checked in without issue, but we were the only ones who had to wait. We asked twice whether check-in was possible, and each time we were told the room was not ready due to cleaning. We were repeatedly told “just 10 more minutes,” but it ended up taking an hour. Because of the delay, we couldn’t complete the planned meals and trip. How are you going to compensate us?