2/10 Terrible
Amnon
Travelled with family
19 Apr 2025
Liked: Cleanliness
RUDE front desk clerk.Didn’t honor hotels.com perk
CHECK IN – Our check-in experience was VERY POOR. Our voucher from hotels.com clearly stated: “Enjoy VIP perks at check-in – PLN 45 resort credit per room.” (See pic attached.) This was one of the reasons we booked this hotel.
The Lady at reception was polite, but she didn’t explain how to use this credit. When we asked, she started checking and consulted with a man in a nearby cubicle. She returned and told us the credit was NOT a monetary benefit but rather a welcome drink at the bar.
We are not big drinkers and this wasn’t what we expected. We told her we anticipated a credit toward hotel services (as in other hotels). At this point, the man from the cubicle intervened and stated the “perk” was only a drink. He said he was the hotel’s contact for hotels.com and this is what they offer.
When I told him that a written bonus should be honored as stated, he turned his back on us, walked to his cubicle, and hid behind his screen without any further word.
We asked the lady to contact the general manager. She said the GM was unavailable until Monday (this was Saturday).
We asked for the manager to call us back to the room phone (our mobile phone doesn’t accept incoming calls abroad, only VOIP calls)
We left reception with NO RESOLUTION. The hotel DID NOT PROVIDE what was WRITTEN. We did not take their drink.
We wrote the GM an email about the incident but she didn’t reply AT ALL, not even after 4 days, even though she surely heard about it from her staff.
Amnon
Stayed 1 night in Apr 2025