Jocelyn S.
I chose Hotel Boulevard Autograph Collection because I wanted to enjoy its pool, atmosphere, and views. Instead, when we arrived, the place looked completely empty apart from a security guard. I wondered if we'd come to the wrong address, so I showed him my booking confirmation. He said we were at the right hotel but that it was overbooked, and we had been moved to its sister property, The Heritage Hotel Autograph Collection. The guard was easily the best part of the experience. He was professional and kind, called a buggy, brought us water, and made sure we were comfortable while we waited. I really appreciated how he treated us. At The Heritage Hotel, I asked why the email about the cancellation and transfer had arrived so late. The receptionist said it was "due to the current situation," which didn't make much sense to me given that both hotels are in the same group. It also didn't match what we had first been told at The Boulevard Hotel, so the conflicting explanations left us frustrated and confused. I had requested a Burj Khalifa view room at the replacement hotel, but it wasn't available. They did let us check out late, at 3 PM, because our check-in had been delayed, and I appreciated that. Still, if The Boulevard Hotel can't accommodate guests or isn't fully operating, it shouldn't keep taking reservations on Booking.com. I booked that specific hotel for a reason, and the stay I got was very different from what I expected. Confirmation number 5130461590
