YO20_LO18
Google
We booked a "large twin room" well in advance, based on photos and description, which promised a spacious room with a large bed, entrance area, sizable bathroom. Upon arrival on Friday evening, we were assigned a different kind of room with a street-facing window and tiny bathroom. Despite having explicitly requested via mail a quiet room more than two months before our arrival, the hotel did not fulfill this request. After discussing the issue with the staff, we were moved to another room. This room was only available for 2 of 3 nights. For the 3rd night, we were told we would need to move to a „suite“. On Saturday eve, we told the staff that we don't wanna move rooms for the 3rd night and wanna stay in our room. The staff member told us that the room we were in was already booked for other guests and that he would check with the hotel manager. Late in the evening, we were shown a "suite". Upon inspecting the so-called „suite", it was clear that this was not a suite at all, but a simple double room located directly next the breakfast area (we compared with pics on booking). This is scam! |On Sunday morning, when we wanted to check our option with the reception, no one was there the entire morning, just a lonely sign „reception open from 8-12". We asked for assistance via WhatsApp, unfortunately no one responded. Thanks to the help of the cleaning lady someone showed up at approximately noon. After much negotiation, we were allowed to stay in the same room for the 3rd night, but by this point, the entire experience had already been soured. |Adding to our frustration were the numerous maintenance issues in the room: the door had a large gap at the bottom, letting light in and disrupting sleep, mattresses were sagging and uncomfortable, one wardrobe doors was stuck, a bedside lamp was broken, the bathroom was freezing (no heating).|Over the course of our stay, they contacted us even via WhatsApp, which felt inappropriate and invasive. We were initially offered alternative rooms in one of their other hotels. Surprisingly, those offers were quickly rescinded. The back-and-forth left us feeling disrespected and stressed.|The breakfast area was also inappropriate. It was extremely cold due to the airconditioning that it was uncomfortable to eat. One staff member even stood in the breakfast area watching videos on his phone, which was unprofessional and distracting. Moreover, the staff helped themselves to coffee from the guest machine and took food from the buffet, which felt inappropriate.
