90 m² · 1 large double bed
120 m² · 1 large double bed
I am writing again as a follow‑up to my previous formal complaint. I have already sent this complaint to all of your official email addresses and through my personal account on the website, yet I keep receiving only promises of a response within 24 hours. In reality, more than 3–4 days have passed, and I have still received absolutely no response from your side. This is unacceptable. To restate the issue clearly: I made a reservation, and the full amount was charged to my account. Later it became clear that the hotel does not cooperate with this booking, and the reservation cannot be properly confirmed or fulfilled. As a result: payment was taken, the service was not provided, and customer support has failed to respond within the stated timeframe. The lack of any response, despite your clearly stated 24‑hour response policy, is a serious violation of your own service standards. I again formally request: an immediate explanation of why payment was accepted for a hotel that does not cooperate with; immediate resolution of this issue; a full refund of the charged amount. If this matter is not resolved promptly, I will be forced to proceed with further actions, including escalation through my bank and other appropriate channels. I have not received any response; I have not received any refund; my case has been completely ignored, despite multiple attempts to contact you. I want to clearly emphasize the following: I contacted all available support channels, including customer support messages, official support email addresses, help and complaint forms. Despite these repeated attempts, no representative of your company has responded.
I am writing again as a follow‑up to my previous formal complaint. I have already sent this complaint to all of your official email addresses and through my personal account on the website, yet I keep receiving only promises of a response within 24 hours. In reality, more than 3–4 days have passed, and I have still received absolutely no response from your side. This is unacceptable. To restate the issue clearly: I made a reservation, and the full amount was charged to my account. Later it became clear that the hotel does not cooperate with this booking, and the reservation cannot be properly confirmed or fulfilled. As a result: payment was taken, the service was not provided, and customer support has failed to respond within the stated timeframe. The lack of any response, despite your clearly stated 24‑hour response policy, is a serious violation of your own service standards. I again formally request: an immediate explanation of why payment was accepted for a hotel that does not cooperate with; immediate resolution of this issue; a full refund of the charged amount. If this matter is not resolved promptly, I will be forced to proceed with further actions, including escalation through my bank and other appropriate channels. I have not received any response; I have not received any refund; my case has been completely ignored, despite multiple attempts to contact you. I want to clearly emphasize the following: I contacted all available support channels, including customer support messages, official support email addresses, help and complaint forms. Despite these repeated attempts, no representative of your company has responded.
