8/10, Bo
MELISSA
Viatge en família
11 d’ag. de 2025
Què li ha agradat: Neteja, comoditats i estat de l’allotjament i instal·lacions
Què no li ha agradat: Personal i servei
I had pre-booked and pre-paid my stay through Expedia. Upon arrival I was told the hotel didn't have my reservation. I showed proof of my booking and both staff members verified all details of the booking were correct. I was told it didn't matter because they did not have my booking in their system. Both staff members stated they didn't have any rooms to offer us, there was nothing they could do. I was told we would have to go elsewhere. I asked them to please check again because I have proof of my reservation. I was told to start looking for other options. I started to search contact information for Expedia but begged the staff to keep checking because it had to be a mistake. After a period of time, they found my reservation. The staff member stated "I was in the wrong screen, I'm here from another hotel and I was in that screen." Relieved that I wouldn't be scrambling to find another hotel at 10pm at night, I thanked him. I reminded him that I had reserved a non-smoking room, which was documented on my pre-booked reservation. The hotel provided myself and my daughter with a drink voucher for our troubles. We went to our assigned room, and it was smoking. We called down to explain the issue and we were immediately given another room that was non-smoking. My concern is both staff members were quick to be dismissive instead of helpful. The hotel itself was beautiful, there were plenty of amenities, and once we were given our correct room it was clean and comfortable.
MELISSA
Estada d’1 nit (ag. 2025)