Zero customer service - check.
Additional bogus charges - check.
Threatened to have the police called - check.
Hellacious experience - check.
We used booking.com to make our reservation which specifically requested 3 beds, parking on-site, and 1 dog which was confirmed. We made a modification at a later date to include a second dog which was confirmed to be fine. We were told that the third bed would be €25 per night. We tried to verbally confirm the reservation by calling the hotel directly daily for 5 days prior to arrival without any answer. This should have been a red flag.
We arrived at the hotel at 11pm to find that the room was not ready and parking was unavailable. They ended up giving us a "suite" for the night (however, the third bed was a couch). We were told to park at a local garage and walk back to the hotel. Mind you, this parking is €10 more per night than the hotel parking we were "guaranteed".
We were then moved to a new room the next day (which we knew was a possibility, so no big deal), told we were being charged €30 for the third bed each night which later they changed their minds and called it a fee for the dogs. They also accused us of lying about the number of dogs present despite the email confirmation.
When discussing the charges with the staff, they threatened to charge us for the entire cost of the suite even when it was their fault for not providing us the correct room. They told us we could go somewhere else but would not refund our payment for the remaining nights. They threatened to call the police if we refused to pay the additional charges. They were unapologetic about the entire situation and told us (and I quote), "we do not care what you think. This is our hotel and this is our policy".
I get it, it's a developing country so our expectations were managed going into this. However, there is a certain level of professionalism expected from this type of establishment no matter your background. This hotel was, unfortunately, a giant disappointment.
It's ONLY redeeming quality is its breakfast spread.
Do yourself a favor and stay somewhere else. read more