“Completely unacceptable for a layover hotel”
Not acceptable for a hotel specifically booked to sleep during a layover. We booked this hotel during a 14-hour flight layover, mainly because we needed a few hours of sleep. We arrived at the hotel shortly after 1 AM and had to leave again around 11:30 AM. We had therefore booked the room specifically to rest and sleep. I had made the prepayment , as usual, and everything appeared to be paid when making the reservation. Apparently, however, the payment had not gone through because the hotel was supposed to collect the payment directly. This was not clear to us at the time of booking, and honestly, it is not the guest’s responsibility to know how the hotel’s payment system works. If there was an issue with the payment, the hotel could have contacted us , informed us upon arrival, or even simply waited until check-out to resolve it. Instead, at around 4 AM, an employee repeatedly knocked on our door and woke us up to deal with the payment issue. We had specifically booked this room to sleep during a very short layover. Being woken up at 4 AM meant that we lost a significant part of the very limited amount of sleep we had available. What made the situation even more disappointing was that no commercial gesture or compensation was offered whatsoever. The issue could have been handled very differently and, above all, without waking guests in the middle of the night. For a hotel that is clearly used by travelers during flight layovers, waking guests at 4 AM over a payment issue that was not clearly communicated at the time of booking is simply unacceptable. We do not recommend this hotel
AlexianeIl y a 3 semaines