We arrived at your hotel on December 23, 2023. Everything went smoothly once we checked in and throughout the evening before we went to bed. It was around ten o'clock at night when our door was unlocked by someone we had never seen before. We were terrified since we had no idea who was in our room or what they were doing. To find out what was going on, we got up and headed to the front desk. At the front desk with considerable arrogance, your employee informed us that it wasn't our room. His remark confused us, though, as we had the keys and had already been checked into the room. My husband asked for the name of the front desk employee since we felt that the manner he spoke to us was unprofessional. The employee proceeded to inform us that his name is "Santa Claus," clearly mocking us. Our level of fear escalated at that moment since, on top of strangers breaking into our room in the middle of the night, the front desk employee was working there without a name tag and refused to give us any identity or documentation proving he is, in fact, a hotel employee. As far as we know, he might have been a random stranger pretending to work there. Since we still didn't have any identification from the person who had just declared his identity to be "Santa Claus," my husband took a picture of him to present to the management in the morning. Ten minutes or so later, the police showed up, took our passports, and insisted that we delete the photo, which we promptly did. The police then helped the hotel relocate us to a different room, which, if my memory serves me correctly, happened at one o'clock in the morning on Christmas Day. We acknowledge that taking the photo was a mistake, but considering the situation and the tremendous amount of stress it brought us, we were afraid and had no other way to identify this individual except taking a photo to present to the management. After relocating us, the police apologized for all the issues.
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