i would rate the experience with excelsior as the worst Customer experience never had in my life. I'm indeed a frequent traveller both for business and for tourism and it can actually happen that you have to check in late. What happened to me today is to reach the Hague few hours later than planned due to some issues, this forced me not being able to check in during the day since I was stuck in business meeting and in a business dinner. around 9pm I did give a call to the hotel to inform them i would had check in late. the hotel reply was NO you can't check in late. This was extermely a weird reply from an hotel but indeed it was even worse the rest of the conversation: obviously i was trying to understand possible solutions. I was alone at night without a room- despite booking it- in an unknown city for business reasons.... I was explaning in a really polite way the situation to the hotel and the person did treat me in an extremely offensive and unpolite way, not only not supporting and not taking the responsability of leaving a Customer without a room for the night at 9 pm, but was extremely aggressive and mistreating me without any real reason and even hanging up. I tried up to call the hotel again several times and they even didn't pick up. I was shocked by the experience. i will report it and give all the advertisement it deserves so hopefully other people won't suffer the same. this experience destroyed my evening, my night and my business dinner. people not able to deal with customers they shouldn't be' taking care of customers. Last but not least they even charged the room??? honestly those people shouldn't be' in hotel business. I really do hope that sharing my experience would warn other people. don't book this hotel, you risk to end up sleeping in your car and actually being charged for the room!!!
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