“. Espero que Booking.com investigue lo sucedido y tenga en cuenta esta reclamación.”
The stay at Boutique Hotel Picnic was absolutely dreadful and alarming. We booked by phone and confirmed via WhatsApp that we would stay two nights; the first night we were charged 120 €, so we thought the payment covered both nights. The next day the hotel told us the room was booked for another guest for a month and we had to leave because we had only paid for one night. The hotel admitted over the phone that it was their mistake. Instead of taking responsibility and offering a proper solution, they suggested we sleep on a single bed in a shared room with other women, which was impossible given the amount of luggage we had. At 17:00 they informed us of the issue, and about an hour later the situation became unacceptable: they violently entered our room, kicked and struck us, threatened to call the police if we didn’t leave, and took our belongings. The staff even lowered my suitcase. After calling the police, the officers told the hotel staff to apologize. I ended up spending the night at my cousin’s house in Málaga. It is utterly unacceptable for a hotel to handle its own error with threats, intimidation, and such aggressive treatment of guests. We felt humiliated, intimidated, and unprotected. The hotel seemed to prioritize keeping another guest’s reservation for a month over admitting its mistake and finding a reasonable solution. I would not recommend this place. The lack of professionalism, disrespectful behavior, and forced eviction turned our stay into a nightmare.
Faranak·Há 3 dias