Hotel asked if they could arranger transfer from the airport to the hotel so we asked them for this service & sent our flight details as requested.But when we landed at the airport we waited but no-one was there to pick us up. So we phoned the hotel and they told us sorry no -one had dealt with the request at their end & no-one was available now unfortunately to pick us up. So we had to make our own last minute arrangements to get from the airport to the hotel. And when we arrived at the hotel, no-one at Check-in mentioned this, no apology to us in person, no acknowledgement, nothing, no room upgrade, no free dinner offer by way of goodwill, no offer to cover the transport fee, not even offer for late checkout. I thought that was really poor customer service. As a Radisson member we have stayed in many hotels - that has never happened to us before, usually when you request a hotel transfer & send flight details they don’t just ignore it, there should have been a goodwill gesture. We did get late checkout in the end, but only after I requested it, it was never offered. The manager said he had been contacted by Expedia after I relayed check-in experience and he could offer late checkout - but that was during my phone call to front desk to request the late checkout; he said he was going to speak to me, but he really wasn’t proactive at all. So that marred things a lot, didn’t feel like a valued guest at all I’m afraid. Location is excellent, rooms outdated but excellent view.