“Disappointing”
We stayed at W15 Glenfall on 6‑7 September and had a terrible experience that ruined part of our trip. The property has a serious water leakage problem – a huge stain was already on the lobby wall at check‑in. After check‑out on the 7th, we asked where to leave our luggage. Following the explicit recommendation of their own employee, we stored our luggage in a room that was not in use. We were never told this room was out of service because of the leakage, and we would never have agreed otherwise. When we returned, our luggage was soaking wet, stained and foul‑smelling. Result: 1. A €250 sweater was completely stained and unwearable. 2. Our second bag was also ruined. They promised to take it to the dry cleaner and return it, but to this day they have never returned it. The handling afterwards was even worse: the employee promised to bring the sweater to the dry cleaner immediately, but with WhatsApp proof we can show it was only brought almost 24 hours later, making the stains permanent. They told us afterward the sweater was “completely clean.” It was not, and it had completely shrunk due to improper cleaning and is now destroyed. We formally complained and asked for a refund for the destroyed items. The management response: they call it an “unexpected plumbing failure” and refuse any reimbursement. This is unacceptable. If you know you have a leakage that makes rooms unusable, you do not store guests’ luggage there. And if you destroy guests’ belongings, you take responsibility. We have photos of the lobby leakage, the soaked luggage, the sweater before/after cleaning, and all WhatsApp messages. We cannot recommend this hotel. Beautiful location but zero professionalism, no accountability, and dishonest communication.
Julia·2 maanden geleden