I chose Malmö Arena hotel because it was a 4-star hotel with many rooms. It was close to the business venue I was attending. I had rather unexpected check-in experience at the Hotel:
At the check in , the hotel female receptionist over charged me 20% room rate which booking.com had confirmed to me. When I went back to ask the receptionist, she told me something was wrong with booking.com. I told her that booking.com was the largest hotel booking site in the world. The chance for booking.com to make mistakes was slight. Then she told me that there had been other mistakes happened the same day with booking.com.
After this uncomfortable conversation, I wanted to register my Best Western points. The other female front desk manager told me that I couldn’t receive Best Western reward point, as I had booked through booking.com. I referred to other hotels reward programs like Hilton, Sheraton, Mandarin Oriental & Marriott that I could earn loyalty points nevertheless. The front desk manager informed me SERIOUSLY that the only way for anyone to receive Best Western reward points, was that one has to book directly with the hotel or directly at Best Western websites.
I have never heard of such thing.
When I went into the room, the Kingsize bed I booked was two single beds put together. Not a kingsize bed. There was no wardrobe in the room! Only some simple IKEA like black wooden hangers on the wall (nothing wrong with IKEA). To my surprise, the scarlet bedcover was not on the bed. The bed looked like someone had been lying on top of it. I asked the hotel to change the sheets. The male housekeeper was insisting that the bed was nothing wrong. I went into the bathroom. It was bare and dusty, had none of the hotel amenities, not even a shower cup.
I went to front desk and told the receptionist that this was absurd. I asked friendly if I could have some basic 4-star hotel amenities. The front desk manager simply shook her head.
Disregard all the hardwares, the single most important hotel experience for me has always been the software: the Human Experience. This was one of my worst 4-star hotel check in experience. less