Duke Romana Suites by Olala! Hotel

I booked three nights and arrived at about 11 pm to find no one at reception. The place felt empty, closed, almost derelict, and there was nobody on site to help. I hadn't been sent an access code before arriving, so I couldn't get in. After several calls, they finally sent a link where I had to enter my details and finish check-in. Only then did I get my room number, room code, and entrance code. It took nearly three hours. The codes also change now and then without any notice. Whenever I went out and came back, mine no longer worked, so I had to call again for a new one. After a long day, having to depend on support just to get back inside was stressful. There were no clear instructions beforehand or on arrival. The whole setup was inconvenient and badly organized.

They say this is a “smart hotel,” but it didn't feel smart at all. After 4:00 PM there was no employee in the building. Three of us had separate reservations and couldn't get into our rooms because the virtual keys sent by email were wrong. We waited two and a half hours for a response, despite the phone number at reception and the promise of 24/7 support. Nobody picked up calls or answered messages, so we were left waiting there. I was with my 7-year-old child, and by 10:00 PM we still hadn't heard back. The hotel only replied after we contacted Booking. Other tourists kept arriving with the same problem, and one person said they'd waited four hours for an answer. What a disgrace. They're literally mocking their customers. I don't recommend this place under any circumstances. Avoid it!

It's a good spot, about a 15-minute walk from the center, and both the bedroom and bathroom are spacious. But the room gets really hot, and you can't open the window. Customer service was basically nonexistent. There were often no staff at reception, no greetings, not even a good morning. You could leave or stay an extra night and they might not even notice.

Dragos at the front desk only handed me the room key and left it at that. He wasn't welcoming or helpful, and I had to ask questions because he acted like I was bothering him when I said hello. The shower in the room he gave me was broken. The woman working the second morning, though, was nice.