Had planned a room with an ensuite pool as a surprise for my spouse's birthday.
Just the day before check in, I receive an email from the front desk announcing that no rooms with pool are available and offering as an alternative (?) a plain vanilla room at full rate ( I checked at Kayak).
A first request for cancelation goes back, and, to my UTTER surprise, the front desk then comes with an offer to compensate with a nicer room (still no pool), which made me raving mad.
HOW can they just low ball us with a plain vanilla room at full price as plan B, and only when you complain and ask for cancelation because of the major hassle (which it was, I was not chest thumping) can they come with some sort of compensation for a mistake entirely their own?
How can their Front Desk be so naive to only offer some sort of ammendment once the Customer threatens cancellation, and expect to get away with it? The persons responsible for this should face termination.
On reading other recent comments here, Management will need to act promptly on their Front Desk Management to avert disaster, as they seem to be running the hotel as a local kind of place with a premium logo on the door?
STAY AS FAR AWAY AS YOU CAN until the mess is sorted out.
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