We were emailed by the provider just two days before we arrived to advise us our credit card was invaild and to provide another.This was despite having pre-paid 6 weeks in advance. It took an overseas phone call and several emails via Booking Com over a couple of days including having to provide printed evidence of our prepayment ; not so easy when you are on holiday on the other side of world, to sort out. The hotel had mixed our reservation up with someone else "with a similar name", the similarity seemed to be just that it was English. We expected more of an apology than we received, when we arrived at the accomodation there was no acknowledgement of their mistake and only after we raised it ,they rather reluctanly provided a room upgrade. While we understand mixups can happen , this is basic process and rather surprising given the Hotel belongs to an international, reputable chain: Sercotel.
The Hotel was beautifully furnished and presented with many luxury individualised details. Our room was spacious, comfortable and elegant. The concierge was great with helpful spot on information, otherwise the staff seemed rather uninterested in the guests even though they were not busy.