Usuario invitado
19 de julio de 2023
We had booked plane tickets, which meant that we would arrive at the hotel on July 10th at 3:00 a.m. Since the hotel does not operate 24/7 and check-in is only available from 3:00 p.m. each day, this was obviously not feasible. Therefore, when I made the hotel reservation, I intentionally booked an extra night so that we would have access to our room starting from July 9th at 3:00 p.m. To avoid a situation where we couldn't get into the hotel at night, I also mentioned that we had booked an extra day due to our late-night arrival. We arrived on July 10th at 3:00 a.m., expecting to have access to our room as mentioned during the booking, but the hotel was locked. We were extremely tired and tried calling the emergency phone number as well as the hotel's regular phone number, but no one answered, and there were no messages for us regarding how to enter. Eventually, we walked around to the pool area and tried to sleep on the sun loungers. We couldn't close our eyes, and five hours after 8:00 a.m., a receptionist finally arrived at the hotel. We were let in and given access to our room, so we went straight to bed. After sleeping for a few hours, I got up and spoke to the receptionist. I demanded a refund for the extra day (July 9th) since we had paid for an additional night specifically to avoid the situation we ended up in, where we couldn't access the hotel. However, I had never imagined in my worst nigh**are that the hotel would be locked, and that we would have to sleep outside on the first night. The receptionist became angry and ended up saying it was our own fault and that she had already messaged us. She showed me some messages from ******* on the computer, but when I checked those messages in the ******* app, they didn't appear. Even to this day, I cannot find the messages she showed me, so I suspect she showed messages intended for another guest. I made her aware that we had made the request during booking and that it wasn't enough for them to communicate through an app that many guests may not even use, but that they should have contacted us via email or phone. She called ******* regarding our refund for the one day, and ******* called me afterward. ******* informed me that it's the hotel's responsibility to provide us with a refund. I approached the receptionist again, and she told me that they wouldn't refund us. I continued to demand it because it couldn't be right for them to treat guests with such poor service. We had slept outside, we had fallen ill, and they had received payment for a day that we didn't even use the room. It ended with her saying she would contact her manager. The manager refused to compensate us for the night, and I told the receptionist that my partner and I were on vacation, so I didn't want to spend any more time on this, but she should be aware that it was extremely poor service. One day later, during breakfast, I poured myself a fresh orange juice. I noticed something moving in the juice, which I caught wi
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