we arrived at Hotel de Russie on June 17, 2013 at 14:45 hs, our room was not ready, so the reception ask us to take a lunch at de garden for their expense while the supervisor checking the room, within maximum 30 minutes. At 17 hs we were continued waiting and nobody did a solution when we claimed, till other person, Mrs. Marina, took over the problem and trying to give us a room. In spite of her courtesy and amiability, they did not have the room we have chosen and reserved by Expedia. She tried for several ways to compensate our deception, but me myself, did not satisfied. The Hotel de Russie must be congratulated for have Mrs. Marina as part of their team, but a hotel which intends to be 5 stars cannot allow it happens with the guests.