Although I was eligible for free room upgrade, the property denied mentioning they are full (didn’t seem they were full looking at the number of guests in the property). We arrived at the property around 2:40pm local time (check-in time was 2:00pm), still we were asked to wait in the lounge area as the reception person was busy with something. While seated, we weren’t offered any water/welcome drink so we had to ask the staff about this. Didn’t feel like I booked a luxury property. Disappointed!