名古屋巴淡宅邸開放式公寓酒店 (Studio Apartment Nagoya Mansion Batam)

Hotel not able to check in. Provided one room that was filthy and broken down. No choice moved in to another hotel

When we were checking in, the owner informed us that the room was unavailable as the previous occupant decided to extend another night. She offered a studio room with extra bed. I declined, as I was travelling with an elderly mother and my boyfriend, and she can’t expect us all to cram into one room. She offered another room and expected a top-up fee; I declined to pay as it was an error on her part, and she shouldn’t have let the previous customer extend the booking when the room was already booked. I said my mother is elderly and needs us to be near. She said we’ll stay for a night in two rooms, in the same building and will get the room we booked initially the next day and told us to check into the room first. We had to wait a few hours before we got another room, and that was in a different tower. The replacement room had cockroaches in the cabinets and roaming the floor. No washer or dryer. We only got the two-bedroom unit we booked the next day, at 4pm. Even that room didn’t have any WiFi, TV in the living room was not working and there were cockroaches everywhere. The bedsheets were soiled in both rooms and we ended up buying our own bedspreads. We asked to check out later, at 3pm, the next day as we had wasted so much time going back and forth but she charged us additional $30. We wouldn’t have booked that apartment if we had known this were to happen. We’ve always booked through 永安 and this is the first we got a non-hotel. Worse, it was a public holiday weekend and all other hotels were fully booked that night. We didn’t have a choice but to put up there. Is this your company’s new normal? If it is, I’d rather book through other booking apps.