2/10 - Insatisfatório
11 de março de 2025
Very Disappointing Experience – Rat in the Room!!!
2-night stay: the room and food were acceptable, but the overall experience was extremely disappointing.
Firstly, the breakfast was poor and there weren’t enough sunbathing chairs, so we couldn’t enjoy the pool. But the real issue and the reason for this review, was what happened during our stay. On the first night, we heard some strange noises, but we didn’t think too much about it. On the second night, the noises became much louder and we realised it was a rat scratching at our bathroom door. The noise was so loud and disturbing that we couldn’t sleep at all that night.
When we informed the receptionist about the issue the next morning at checkout and requested a refund, they completely dismissed our concerns. Their English proficiency was poor, so we showed them a video of the rat as proof. Despite this evidence, they refused to take any responsibility or offer any form of compensation. Instead, they insisted that we settle the food bill. Since we were in a hurry to catch our train, we reluctantly paid the bill in good faith, hoping that Hotels.com would help resolve the issue. Unfortunately, Hotels.com’s refund process is fundamentally flawed — they require approval from the hotel to process any refund. The hotel denied any knowledge of the issue, which is outrageous considering the proof we provided. I’m incredibly disappointed by the whole situation. I have been booking through Hotels.com for over 10 years without ever filing a complaint until now. An absolute disgrace.
Céline
Céline, viagem de 2 diárias
Avaliação de hóspede verificada da Hoteis.com
