Sulton-Sayyor in Khiva

We booked through Booking.com, but we weren't able to stay there. Upon check-in, we were given a room we didn't book (much smaller and worse, no balcony). When we asked to be given the room we originally booked, they told us the toilet in that room was leaking. We said it wasn't a big deal. The answer was that it didn't work at all.
They then told us that if we weren't happy with anything, we could cancel the reservation and leave.
That's exactly what they did. I think customer service is lacking here. They could have at least offered a small discount or some kind of compliment. Basically, there are plenty of ways to smooth things over instead of escalating the conflict, especially when you're providing something completely different from what was booked and paid for.
The owner's son was at reception. He was extremely polite, correct, and professional. But, unfortunately, he doesn't make any decisions.

The manager is really incompetent. Be careful. But overall a good hostel.

A good hotel, but there is a nuance in the form of an aggressive owner, who, before leaving, may begin to throw and pour insults and obscenities because of the left spoon in the sink and the used towels and blankets in the room. Be careful.
Delicious breakfast, comfortable beds, good location.