2/10 Terrible
Terje
10 Aug,2018
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, room comfort
Bad service and a series of excuses
We ordered a king size bed, but we got twin beds. The receptionist apologized, but since we had paid via Hotels.com she were not able to compensate us (apparently a nice gesture in particular since we did not ask for any compensation). However, when I told her that we were paying at the hotel, and that only the reservation was made at Hotels.com, her tone changed and a series of excuses followed. Now, she check the hotels web page and found that the Superior rooms came with both twin beds and king size beds, so they did not promise a king size bed. If Hotels.com wrote anything else, it was their mistake. I checked Hotels.com and showed her that there were two different alternatives, twin beds or king size bed, and that we had ordered a king size bed which was confirmed. Well, her tone had definitely changed now, and she was still blaming Hotels.com. At this point, she called the hotel manager who also kept us responsible for the mistake. Finally, when my wife asked politely if she could talk to the manager, the receptionist told us that he was a busy man so that was not possible. Anyway, we just think we should get what we order and pay for, a $250 superior room with king size bed. Besides, we think the manager should give the receptionist the power to make simple things right! (Sorry, we cannot say anything about the town as we couldn't leave fast enough)
Terje
Stayed 1 night in Jul 2018