Guest User
October 23, 2024
Our family booked a room at the hotel. On the day we were supposed to arrive (at around 8PM), our car was broken into and all our luggage was stollen while in Pisa (over an hour away). We had to switch rental cars and file a police report which took us till after midnight. When we called the hotel to tell them that we won’t be able to make it due to our situation , they said it’s against their policy and wouldn’t refund us! They did offer a voucher for 2 months, which is useless as we are from a different country and have no plans to visit anytime soon. The fact that it aligns with the booking policy, doesn’t mean it is the humane thing to do. I find this truly repulsive and would recommend you to avoid them in the future.