I paid extra money for an executive room with a balcony for 3 people as I was travelling with my father and sister. Upon arrival the reception was really nice and told me he gave me a quiet room (room 320), When I opened the door, we were quite impressed with the size of the room, however the room that I booked was an executive room for 3 people with a balcony and a 37 in LCD TV. There should also be a separate lounge, but I did not get the room I booked for. The room had a very foul smell and there were flies flying all over the room and bathroom, the window and bath was very filthy. All in all it was impossible to stay in the room although it looked nice.
My sister and I went to reception to inform them about the room but the reception kept telling us all rooms were taken and that is the only room they have left. I even showed them the copy of my booking and they refused to listen and said I have booked too late. I booked the place 2 weeks before my travel and they still have some rooms left. I insisted that I wanted to speak to the manager, however the reception staff could not be bothered to call the manager. I and my sister would not move and told the staff that until the manager comes and speak to me I will not leave the reception. When we were waiting for the manager, there were 2 females who had also booked to stay at Legacy where the hotel took their money without giving them a room and told them to find a room somewhere else.
When the manager arrived, he tried to say that I have written all the room details and I had to proof to him that it is on the hotel website on hotels.com and also to inform him what I have booked and the amount I paid for was very high. He then offered us a free dinner at the palms garden restaurant and the staff refused to serve us and told us all the food in the restaurant is sold out. We had to call the manager and only then the staff served us with the food. when I had a shower in the evening, there was water on the floor of the bathroom and initially I thought it was the shower curtain not drawn properly. The next morning, when we had a shower, the whole bathroom was flooded with water and you could not even stand in the bathroom. I called for someone to check on the leakage but the reception staff blamed it on me and we had to prove to him by running the water on the tap and the bathroom floor started to leak. They did nothing about it.
Fortunately we only stayed in the hotel for one night. My verdict of the hotel is the breakfast was excellent in a good location but everything else is sub-standard and the service was unacceptable.
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- Also Known As:
- Legacy Hotel Jerusalem