4/10 Mediocre
JACOBUS
Viajó con su pareja
26 dic. 2024
No le gustó: Personal y atención
The hotel was overbooked and the way the manager handled their overbooking problem was a disaster & unbelievable!
We booked & paid 3 nights by VISA via Expedia a day before. When we arrived, the receptionist said she couldn’t find our booking from a pale of booking papers & the hotel was full. She called the manager.
During the phone call the manager told us we could only stay 1 night but had to check out the next day because it was full on the second night. The manager did not mention anything about refund for 2 nights/ solution/ apology. We were shocked. We said we could stay 1 night and look for another hotel the next day, but the hotel must refund 2 nights to us, as we had paid everything already.
After the manager arrived in the hotel, she said we had to contact Expedia for the 2 nights refund on our own without mentioning how or providing any proof so we could submit to Expedia. The manager even said it was OUR problem and Expedia was OUR agent. I was shocked by her reply and attitude. I said Expedia is the hotel’s business partner and the hotel must refund the cost of 2 nights on the spot!
In the end, she erased the reservation of another guest on a piece of big paper which carried all the room numbers & guest names, and then she wrote my name by pen next to a room number on that booking paper. She ‘solved’ the overbooking problem by sacrificing another guest, which surprised us.
Finally we checked in after struggling for more than 1-hour 15mins.
JACOBUS
Se hospedó 3 noches en diciembre de 2024