On one of the hottest weekends of the year, our £325 per night room's air-conditioning was not working. We were given no advance warning of this, even at check-in. They had just put a portable fan in the room and I guess they just hoped we wouldn't notice! The room was unbearable to sit in, let alone sleep in. Initially I was told there was nothing they could do except offer me a 25% discount for one of the nights and possibly find me a different room for the second night. The fact that they couldn't guarantee me a new room for the 2nd night would suggest that they had empty rooms but would be trying to sell them to other people first before they would offer one to us. Two days before we arrived we had been offered the possibility of an upgrade for a small fee, which we accepted. The upgraded didn't happen, but they clearly had other rooms available at that stage which they could have moved us to. Eventually after I kicked up a big fuss at reception, they finally agreed to refund my money and find me another hotel to stay in. There was at least one other guest with the same problem. She gave up arguing with them and went back to her oven-like room in tears.
翻譯