8/10 Very Good
March 10, 2023
They always make it right
This was my 3rd stay since September 2022. So far there was always something not as expected. This time I was traveling with my almost 80 years old mother. We booked 2 Pool Side rooms. We had a late check in and contacted the hotel a head of time to make them aware of that. That was no problem and we were even told the room numbers. When we checked in almost at midnight, one room was different. It was located in the new building on the second floor. We were told it was an upgrade. The room was looking nice but not Pool Side. I told the front desk and they offered to change the room the next day if we wanted. Because it was so late they couldn't change it right away. My mother agreed and wanted to stay in this room. The next day my mother called me completely devastated. She couldn't sleep the entire night. The mattress was too hard, she couldn't turn on the light in the room, she couldn't close and open the curtains by herself and couldn't turn on the light in the toilet. Everything was electric but nobody explained us how it would work... My mother and I exchanged the rooms. I tried to sleep in this room but experienced the same issues. The next morning I asked for a new room. Even though it was our last night, I didn't want to stay in this room any longer. I told the front desk and I got a new room right away which was great. The intention to give us an upgrade was nice but didn't work for us. Everything besides this experience was excellent and I will definitely come back.
Niels
Niels, 3-night family trip
Verified Hotels.com guest review
