Hello Vincent,We're sorry to hear about the challenges you experienced during your stay with us. We apologize for the inconvenience you faced with the extended check-in time.It's important to clarify that as a separate from the hotel, we rely on coordinating with them for certain services, such as the delivery of pool access bracelets. We made efforts to communicate with you before your arrival to schedule the delivery with the hotel, but unfortunately, we did not receive a response to our messages.We understand that this situation led to frustration and we sincerely apologize for any inconvenience caused. We strive to provide a seamless and enjoyable experience for all our guests, and we regret that we fell short in meeting your expectations on this occasion.Please know that we value your feedback and will use it to improve our communication processes in the future.Thank you for choosing us!