1
Alberto Meléndez -
2 weeks ago
When we arrived the reception told us they did not have beds for everybody in our reservation. We requested then a refund and they told us that it was our fault because we accepted the terms (we just booked it normally via booking). Their terms are that they do not guarantee beds for their guests, and they do not refund money.
I assumed no refund is intended when you as a guest cancel a reservation, but if you get to a hotel and you cannot sleep in a bed, I would assume that this is something basic a hotel should supply.
Two of us had to sleep on the floor, with no sheets so we used our own towels. We asked for some sheet to improvise a bed on the floor but they only gave us one set. So that meant we either lied directly on the dirty floor, or use as sheets to cover. I didn't sleep very much and was cold during the night. The floor is an old carpet that was dusty and burnt. There was a facemask from previous guests in the room which gave us this really bad feeling about how well they clean the rooms. Also the air conditioner in one of the rooms did not work.
I found this to be my worst hotel experience ever. The staff was not professional and lacked any care to help us solve the issue. There was a man with a beard at the reception who would talk to the assistant in german (telling her to tell us that it's our problem), he assumed we didn't understand german. When I talked to him directly he simply told me its not his problem and he left. He would not talk to me directly. He seemed to be a manager of some sort, but I found this to be extremely unpolite and highly unprofessional.
