2/10
A deeply disappointing experience—not only with the hotel, but also with Hotels.com.
I was traveling across three countries in Europe with my parents, wife, and infant over two weeks, and had no issues with any accommodations—except this one. I had booked a Quadruple Room through the Hotels.com app, which showed availability at the time of booking. However, upon arrival at the hotel around 1 a.m., I was told there was no record of my reservation. Shortly after, I was informed that the room I had booked was not available.
To make matters worse, the hotel had no staff on-site past 8 p.m., so all communication was through an intercom system—an extremely frustrating experience, especially at that hour with family and a baby in tow. Eventually, the hotel provided a room with one double bed and one single bed—forcing me to sleep on the floor so my family could rest more comfortably. I had also paid an additional fee of approximately $144 for a fourth guest, only to end up without a proper place to sleep.
While the hotel initially assured me that a refund would be issued, they later refused. At this point, it's not even about the refund—it's about the complete failure in service. Paying extra to sleep on the floor is simply unacceptable.
This situation also highlights a serious flaw in Hotels.com’s system. If the app displays availability for a room type that doesn’t exist, that is a critical issue that needs immediate attention.
I strongly advise against booking this property.
Ali
Viaje en familia de 1 noche