8/10 Bueno
Ander, Kyiv
24 ago. 2017
Le gustó: Limpieza, condiciones de la propiedad, comodidad de las habitaciones
Nice stay but they gave us worse room than we paid
We had ordered and paid for a standard-class room more than a month in advance. The room they first gave us (in the attic, with sloping roof, 4th floor without elevator, quite far to reach) was not one of the standard-class rooms which appeared on the website photos, it actually was one of the rooms with inferior class.
When we asked about this to receptionist she told us that they actually gave us a standard room, and that the website showed wrong photos because it wasn't updated... Even the price in the bill she gave us was lower than the amount we paid in advance. She didn't want to accept our complain, and she suggested to leave to another hotel (impossible during high season) because they had no other free rooms.
We asked to talk with the manager of the hotel, she said it was not possible because the manager was not available, but after insisting we talked with her by phone. When the manager heard our complaint she acknowledged their error, apologised and arranged a new room (higher class) for the evening, without even mentioning any of the excuses the receptionist made up.
The new room was clean and well furnished, bed was very comfortable, and breakfast was delicious. They kindly let us store our luggage until our departure. We rented bikes, price was ok but the condition of the bikes was quite bad.
Besides the described issue, the overall stay was very nice and pleasing, but the argument took too much of our holiday time and stress.
Ander
Se hospedó 1 noche en agosto de 2017