“Jestem bardzo rozczarowana tym doświadczeniem.”
The hotel sits near the Ukrainian border. I chose it only because it had an elevator and rooms for disabled people. I traveled with my mom, who uses a wheelchair and has severe mobility issues while awaiting spinal surgery, and with friends. I booked four rooms for the whole group. Before departure I repeatedly contacted the hotel to confirm that all necessary facilities for a wheelchair user were available, especially a suitable room and a working elevator. I also informed them in advance that a wheelchair user would arrive. The hotel confirmed in writing that all required amenities were ready. We arrived late at night and were scheduled to leave early the next morning, which I also told the front desk. Unfortunately, at check‑in several problems surfaced: the front desk staff did not know which of the four booked rooms was the disabled‑friendly one; my request for two separate beds was ignored, so two drivers had to change rooms. In several rooms the entire lighting failed, making late‑night check‑in difficult. The worst happened in the morning – the elevator was broken. The staff could not say when it would be fixed and mentioned that this had happened before. As a result, my mom, who was heading for spinal surgery, had to take a double dose of painkillers and descend the stairs. We could not wait indefinitely for the elevator repair because we needed to continue our journey. After returning home I filed a written complaint with the hotel and requested a refund for one of the four rooms, because the key service that led me to choose this hotel was not provided. The hotel has not responded to my complaint so far.
IrynaVor 2 Wochen