4/10 Fair
13 October 2021
Nice facilities, bad communication
The room was wonderful, clean and comfortable. The facilities in general up to high standards. The breakfast too was ok. Nothing exceptional, but ok, very limited choices for gluten-intolerant customers.
Initial check-in etc communication was fine. I have booked this stay for myself and my husband for our wedding anniversary and included a massage for each of us.
On the day of the massage, I went to the reception to ask where the massage was held. The lady didn’t mention the location but instead said that unfortunately it has been cancelled due to staff indisposition and suggest we changed it to that same day, evening, but we already had plans, so we have changed it to the next day 11am which was also our check-out time.
At 11am I went downstairs and the lady at the reception told me that the massage is actually held in the other hotel. I went out and could not find the other hotel and google told me it was 15min walk. I returned back to the reception and told the reception that it’s already 11:15 and I’m not in the mood for the massage anymore and I’d like to get the refund. She initially objected, however I reminded her that it was cancelled by them the previous day and that I was not informed where the massage was held beforehand.
The receptionist went away to have a ‘chat’ with the manager and said they’ll do a bank transfer to refund the 320pln, it seems that they had lied to me, just to shut me up as until now I still haven’t received the refund until today.
Dominika
Dominika, 2-night trip
Verified Hotels.com guest review
