I booked my reservation through booking.com months before we were to stay there and I also confirmed my reservation one week before the day so there should have been no problem with the room, right? Wrong. We tried to check in around 4 pm but the woman behind the counter seemed to have trouble finding our reservation. After about 15 minutes she asked us to wait in the lounge because "their system was down." A half hour later I walk back into the lobby to ask what was up. It turns out that they gave our private room away to the person who was staying there the night before because her flight was canceled. But isn't that the point of making a reservation, so that our room is secured? It's they're responsibility to tell her that the room is reserved and that she'll have to find somewhere else to stay. They threw us in a very uncomfortable bunk bed room for the first day and was able to get the private room (which was pretty nice) the following two days. The guy behind the counter said sorry, but was incredibly rude about it. The door man was pretty useless too since we had to fetch our own bags when they were being stored. The staff has to be better trained to work in the hospitality business. As we were checking out, we heard another disgruntled man arguing with the staff about how they didn't reserve the correct room. I think that Broadway Hotel and Hostel always overbooks so if you decide to stay here, just be prepared to receive the wrong room.
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