"My wife booked this hotel through Trivago, which was then processed via Expedia. After a long flight and difficult trip from Brisbane Airport, I arrived expecting a straightforward check-in process but instead found there was no reception area, only a sign directing me to use an app.
For someone who mainly uses a phone for calls and emails, this was extremely confusing and stressful. After nearly an hour trying to work things out, my wife, who was in another state, had to step in and help. She downloaded the apps, completed the check-in process, provided a credit card for security purposes, contacted the company and arranged for access codes to be sent to me for both the building and my room.
The room itself and our original nightly rate were very good value, however I feel there should be much clearer communication that this is a fully self-managed check-in process with no traditional reception.
I was also disappointed that when I extended my stay by another two nights using the number provided in the room, I was charged an additional $60 per night compared with my original booking rate.
Overall, not bad accommodation, but the check-in experience and pricing difference made the stay confusing and frustrating."
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