ARENA Hotel in Astana

Let's start with the fact that the hotel is undergoing renovations!!! No one warned us about this! Even though we had a booking confirmation from the hotel. This means a) dust and dirt, b) to put it mildly – ​​inconvenience and extraneous noises. Rates are sold with breakfast included, but in fact, and according to the administrator, there hasn't been any breakfast for 5 years!!! And no "sorry" or anything! They told us the website got it wrong, "You sort it out yourselves!" 😡😡😡😡 the website, you get it, has been confusing things for 5 years now. "Call the number listed on the page," they said, "and sort it out." It's just awful! The bed in the room is partially broken; it creaks like an unoiled cart. The only clean thing in the room is the linens. The rest is pretty poor. There's a huge stain on the ceiling from a flood. The bathroom is extremely small.
The only relative plus is the location.
They refused to refund us; we paid in full upfront. They refused to change the room, claiming it was full. So what, no breakfast, no renovations, no customer focus, no respect for the guest or any attempt to somehow compensate for the situation.
There can be various problems and situations, even, f...king renovations! But when they blatantly screw you over and don't try to improve the experience, it causes a storm of indignation.
No one is asking to visit you; they want a service you charge for. So, they should at least try to live up to it.
Without respect for you (just as you don't respect us), your former (and never again) guests.