We stayed here the weekend of September 22nd and left extremely disappointed. We normally choose hotels over Airbnb because hotels are supposed to offer service and reliability – the two things this property completely failed to provide. For the price we paid, the experience was unacceptable.
From the very beginning, service was lacking. Within minutes of entering our room, we discovered that the electronic curtains didn’t work – and there was no manual way to close them. We immediately went down to reception to report the issue and were told a technician would be called. Later that evening, nothing had been done. When we asked again, reception staff claimed the technician had “marked it as fixed,” which was clearly untrue. Since the technician had already gone home, we were told nothing could be done until the next morning. This meant we would have to sleep with the curtains wide open despite sunrise being at 6 a.m. – hardly the relaxing weekend we had paid for.
At 11 p.m., reception finally offered to move us to another room. We gathered all our belongings and switched buildings, only to discover that the “alternative” was smaller, cheaper, and in fact a downgrade from what we had booked. We had paid for a 24 m² standard double room, but were instead placed in a 17 m² single room with a noticeably smaller bed. I checked the hotel’s own website to confirm, and sure enough, this new room was listed as a single room – and less expensive than what we had paid. At no point did staff admit it was a downgrade, no one offered compensation, and no one even acknowledged the inconvenience of moving at midnight.
When I pointed out that the bed was smaller, reception staff flatly denied it and insisted that the beds were the same size. This felt dismissive and, frankly, like gaslighting. We are partners who have shared a 180 cm bed for years – the difference was obvious. Out of frustration, and with no real support from the staff, we went back to our original room. The moment we returned, it was clear that the bed there was in fact larger. The refusal of reception staff to admit the truth or even apologize left a very bad impression.
The following day, after yet another trip to reception (our fourth time bringing up the same issue), we were told the curtains could not be fixed. It was only after pressing further that we were finally offered another room. Thankfully, Melissa at reception handled the situation more professionally – she was polite and accommodating, and is the only reason this review is two stars instead of one. However, even then, she described the new room as “an upgrade” because it had a view, adding that we “wouldn’t have to pay extra for it.” While she meant well, the comment highlighted the inconsistency: when we were downgraded the night before, there was no talk of compensation at all.
Unfortunately, the poor service didn’t end there. On the day of checkout (which was at 12), housekeeping entered our room twice – despite the “Do Not Disturb” sign on our door. At 10 a.m., we were still asleep when someone forcefully opened our door; thankfully, my partner had put on the security latch, otherwise housekeeping would have walked straight in. The door slammed shut when they realized they couldn’t enter, but there was no apology or follow-up. Then, at 11 a.m., while we were showering, there was another knock and push to enter. We had to rush out of the shower to tell them the room was still occupied. This was not only unprofessional, but also felt unsafe and highly disrespectful.
All in all, our stay required constant trips to the reception desk, repeated explanations of the same problem, and endless follow-ups with no real initiative from the staff. The lack of communication, the refusal to acknowledge mistakes, and the absence of even a simple “sorry” made us feel unwelcome and undervalued.
We have traveled widely and stayed in countless hotels and Airbnbs around the world, and I have never left such a negative review before. I am not a picky guest, but this was one of the most frustrating and disappointing stays I have experienced. Hotels are supposed to differentiate themselves from Airbnb by offering service, trust, and reliability. Unfortunately, this hotel failed on all counts.
US
BE