Tldr: online checkin room reassigned to an occupied room. And wasted one hour.

Fun fact: can't open the door of my room because someone is inside. The security staff entered from presidential suite next door through connecting door

Have two rooms under two gold accounts which is walking distance when checking in online Arrived 6pm. One room in the app from successful online checkin disappeared. Then my new replacement room has do not disturb. Front desk staff insists on I can get into new room and they used security staff to open the door. There is one man and woman in the room. They still want me to take over the room even it is not disinfected nor cleaned.Asked about cancelling the rersvation and then rebooking a two room suite but was told they will still charge one night for my original room. In the end I got reassigned again to another room but the whole process took more than one hour. When asked about points compensation, the front desk staff says she did not assign the room and also refused to give any compensation. No apology throughout the process. Property is one of tapestry collection