Review left on 31 December 2019
I did not receive the rooms I'd booked, yet paid for them.
We were disappointed and shocked to find that the rooms we booked months in advance and were confirmed again by email 2 days before our arrival were not available.
We are a family of 2 adults and 3 children and specifically ordered these rooms , appt for 4+ studio, so that we can split up such that each child will sleep with an adult and no child will be left alone in a foreign country in a hotel room.
Upon arrival the receptionist said that the appt is not available (despite having been confirmed) and she will give us 3 studios for 2, at different floors.
We explained that this is of no use to us as we can’t split 2 adults into 3 rooms, and asked for an extra bed in one of the studios. The receptionist said that this is not possible and argued that we get 3 good rooms. We said that we can’t use the third room and will only use 2 studios and need an extra bed in one of them for a child. The receptionist insisted to give us 3 studios and made us pay the whole fee through booking as though we had received the appt for 4 plus studio, while in fact we received 2 studios.
Around 21:30, After we made a scandal, insisting that a child can’t sleep alone in a hotel the receptionist made some calls and agreed to bring a folding small bed. She pushed it into the room (unmade) and left.
This long unpleasant saga which had taken very long time was a bitter way to finish our vacation.
The morning receptionist promised we would be credited for the difference in rates between the rooms we booked and the rooms we;d received in practice (about 50 Euros), but we received a notification a day after that we will not receive this refund and can have a discount on future stay.
This is very disappointing. We realize that problems can occur, but the hotel should take responsibility for it.
Our hotel has responded to the review
thank you for your stay in our hotel, Our team and i want to apologize to you, we had a big last minute heating problem in our apartments and seeing that you are accompanied by children, we could not give you this room, we preferred you give 3 rooms instead of two with enough room for all your family and adding breakfast for free, I still want to apologize and we will make up for it if you want to give us a second chance during a possible future stay.
Please understand that we didn’t want to disturb you on purpose, our intention was to find the better solution and satisfy you with the best way, we are in the process of solving this heating problem, but we are a hotel with 81 rooms and we are trying to resolve any problem as quickly as possible.
Ben Ouahada Fadi