Our vacation ended before it even began.
We experienced extremely unclear and contradictory communication regarding our reservation. In different messages we received completely different information about the room category, room size, number of guests allowed and additional charges. Instead of resolving the situation professionally, the administration rep... →eatedly insisted that we should simply cancel the reservation if we were not satisfied, rather than helping to clarify or solve the problem.
The communication felt dismissive and aggressive, and at no point did we receive a clear and reliable explanation that would allow us to feel secure about our stay.
The rooms were not simply reserved — they had already been paid for. However, after the administration demanded that we cancel the booking ourselves, we were placed in a situation where we also had to wait an unknown number of days for the refund of a significant amount of money.
Because of this situation, we lost a significant amount of time, energy and money. Transportation tickets had already been purchased in advance, and by the time we were forced to look for accommodation elsewhere, prices for hotels of the same category had increased considerably due to the lost time and proximity of the travel dates.
Other travelers connected to our group also lost confidence in the reservation process because of the inconsistent information and uncertainty surrounding the booking.
We would strongly advise other travelers to think twice before booking this hotel. Unfortunately, the situation created the impression that the management was more interested in reselling rooms at higher prices than in honestly resolving customer concerns and honoring the original reservation conditions.
Unfortunately, what should have been a relaxing holiday turned into stress, confusion and financial losses before the trip had even started.
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