“disappointing”
We booked a one‑night Full Board stay, which should cover breakfast, lunch, and dinner. Arriving around 3:00 PM—right at lunch—we checked in, paid the full amount, and asked the receptionist about lunch. She then told us that lunch wasn’t included and that we’d have to pay extra. I showed her the reservation screenshot and confirmation email, but she insisted the prices had changed and we’d need to pay more. I reminded her that any new prices apply only to new bookings, not to a confirmed and paid reservation. The manager echoed the same response, so we had to call customer service. They confirmed our reservation did include all meals and promised to contact the hotel, but by then it was too late and we were traveling with a young child who needed lunch, so we left and ate elsewhere. Returning around dinner, we explained the situation and that customer service had confirmed our Full Board status, yet the hotel did nothing to fix it or offer compensation. They didn’t even provide dinner, nor did they apologize or suggest an alternative. The indifference was extremely disappointing.
MohamedA month ago