Anonymous User
October 7, 2024
The “non” stay at the Grand Hotel Elite in Bologna was unfortunately truly disappointing, especially due to the poor customer care shown by the staff. Upon arrival, due to an error in the booking via the app, we found ourselves with the wrong date. Unfortunately, the receptionist we spoke to handled the situation in an unprofessional and downright rude manner, inviting us to leave the hotel without any attempt to find a solution. Fortunately, another member of staff identified our booking and suggested we request a refund, explaining that there were no rooms available for the correct day. Despite this openness, the next day, after contacting the hotel again, we were denied any type of refund, even partial, due to the failure to use the room. We understand the initial error in the booking, but we would have expected greater flexibility and attention to the customer, especially considering that we did not use the room reserved for a subsequent day. Overall, the experience left a bitter taste in the mouth, both for the initial management of the reception and for the lack of willingness to find a reasonable solution to the problem.
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