Vittorio and Susan
2022年9月3日
Did not receive the room that we booked! I specifically chose this hotel because it had a terrace and I booked a terrace room accordingly, but when we checked in and were shown to our room no terrace. I pointed this out to the clerk and was told there was "a problem with the terrace and that this room was a free upgrade". I reiterated again that I only chose this hotel because of the terrace and that I was not happy with the room, again I was told that there was a problem with the terrace that they couldn't fix due to lack of help and that this was "a free upgrade", as our car was parked on the street and we needed to move it and return it to the rental car company and we were tired from driving I didn't argue further. The next morning after a little investigating we found out that there was nothing wrong with the terrace and that all the terrace rooms were booked. When we expressed our displeasure to the morning desk clerk and pressed him on the matter we were told that only our room had a "problem with the bathroom"! We were never offered an apology and were lied to. I must add that my husband is native Italian and speaks fluently so language wasn't an issue. The sofa in our room was stained, the hotel was very hard to find because it isn't marked at all. We had to go into the hotels on either side of it (that did have signage to inquire) We stayed in 7 different hotels on our travels through Germany and Italy and this is the only one we wouldn't return to or recommend.
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