Arcadia Gold

Чисто,уютно,всё есть.

Dear Sir or Madam, I am writing to report a serious incident that occurred in relation to a booking confirmed via Booking.com, for a stay in Odessa from December 12 to December 14, 2025, at the Arcadia Gold hotel. Despite a valid booking confirmed on your platform, I was denied access to the hotel upon arrival, at around 10:30 PM, after a long journey from Kyiv to Odessa. The facts are as follows: 1. The booking was made via Booking.com, and I received an official confirmation, which I can provide. 2. On the same day, two calls were made to the hotel while I was already on my way to Odessa. At no point was I informed of any issue regarding the booking or availability. 3. Upon arrival at the hotel, I was told: – that they could not find my reservation, – that it did not appear in their system, – and then, in a confused manner, that there were no available rooms and that there was an internet issue. These explanations are particularly surprising and unacceptable, given that the booking was clearly confirmed on Booking.com. 4. No equivalent accommodation solution was offered. Instead, an idea was merely suggested — renting an AirBnB-type apartment — which did not correspond either to the booking made or to my initial needs. Choosing a hotel was a deliberate and conscious decision from the outset. In the local context, I specifically chose a hotel for a clear reason: the continuity of electricity, ensured by generators, which is not guaranteed in apartments. The suggestion made therefore did not meet the required safety or comfort standards. To be perfectly clear: I was not seeking an opinion or a suggestion, but the fulfilment of the confirmed Booking.com reservation. Any replacement solution should have been strictly equivalent or superior, which was not the case. As a result, at 10:30 PM, I found myself without accommodation, forced to urgently look for another hotel late at night — an abnormal, stressful and unacceptable situation. Given the seriousness o