“Tear gassed, unable to reach the hotel, and still charged for the night”
The streets around the hotel were fully blocked that night, with piles of bikes stacked, burning trash cans, and crowds that included peaceful protesters. My complaint isn’t about the protesters, but about how the hotel handled us. My husband and I tried to reach the hotel by car and then on foot, calling to ask which streets were safest, but with several pieces of luggage we couldn’t move through the crowds safely, even though we tried. Police on the scene couldn’t say when it would calm down. The situation broke when we were tear‑gassed and had to find shelter elsewhere. I called the hotel in tears, explained what was happening, and they said they’d check and call me back. Hours passed with no call. By 7 pm we had no choice but to find another place to stay. When I called again, the manager yelled at me and said that if some guests had managed to get there, it wasn’t their problem that we couldn’t. Rude does not begin to describe it. We never reached the property and never checked in, so I asked for a refund for that one night. The hotel refused and charged us in full. We contacted the hotel on our behalf, showed real concern for our safety, and proposed reasonable concessions, but the hotel rejected every one of them. Situations like this are no one’s fault, but how a hotel responds to frightened guests who can’t arrive says everything. We were met with no help, no follow‑up, no empathy, and a full charge for a room we could not access. I would not stay here or recommend it.
MinaHá 3 semanas