Avaliação verificada
4/10 - Aceitável
Irina
21 de out. de 2019
Unacceptable customer experience
At the moment of arrival nobody spoke English.
During my booking I was asked to leave my card details with the warranty that the card won’t get charged, as I choose “pay at the property “. My card was charged.
My trip was during my birthday, nothing provided, booking for 15 days.
In the booking was mentioned room with breakfast included.
Breakfast contained only products containing sugar (pastries mostly and a coffee machine). I’m allergic to sugar.
While talking to manager about my experience he replied: “say thank you that I’m offering you breakfast...!” I said that it’s included in my booking and to me it’s not a favour from his side. He then added: “you get what you paid for, what you want? It’s a 3 star hotel!” Unacceptable behaviour, negative body language, rude reply’s.
During my checkout I asked assistance to reach train station which is 1.5km away. Manager said: “it’s your problem, I can’t help you” . In my booking was mentioned that transportation from the hotel it’s provided with additional charges, I asked to avail the service and he said: “ we don’t have this service, you can call a taxi if you want “
I regretted every second I was there. Treated like a unwanted person who is receiving free service rather then a guest!!!
And the top of negative experience was to be asked to give them the key of my room while going outside as it’s not allowed to remain with me!!!! This happened while during the night nobody was at reception and I couldn’t entry to room.