The first issue we encountered was the excessive noise from the surrounding area. Music continued to play at an uncomfortably loud level until well past 2 a.m., making it very difficult for us to sleep. Only after contacting reception was the noise addressed. The more concerning issue, however, was the interaction I had with your front desk staff member, Shaun. Upon check-in, we had requested a late checkout and were advised by the lady assisting us that it should not be a problem, subject to availability, and that we could confirm with the front desk the following morning. When I approached Shaun to do so, he informed me that only one room could be extended by 30 minutes due to high occupancy. When I referenced our earlier conversation and mentioned that we had been told late checkout should be feasible and about the issues experienced during the night, Shaun’s tone and demeanor became noticeably impolite and dismissive. I then contacted your central reservations team directly, who confirmed that there were more than ten executive rooms still available for the evening, which contradicted Shaun's claim. After returning to discuss this with him, and following a rather uncomfortable exchange, our late checkout was finally granted — but without any apology or acknowledgment of the earlier misinformation. As a paying guest and a loyal Capital Circle member, I found this interaction deeply disappointing. The lack of transparency and poor attitude demonstrated do not reflect the level of service I associate with your brand. I believe that honest communication and a willingness to accommodate reasonable guest requests go a long way in ensuring customer satisfaction.
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