Guest User
October 19, 2022
Dears, good morning.
I made a reservation, with check-in on October 16 at 3:00 pm and check-out on October 17, 2022, through TRIP.COM.
I made the reservation which was confirmed.
Arriving at the hotel, I left my bags at the locker in the common lobby and went to lunch to wait for check-in time at 3:00 pm.
Minutes before 3:00 pm, I returned to the hotel, checked in and got the room access card.
I just entered the room, saw that nothing matched the advertising and left without even opening my bags.
The indoor pool, sauna and other amenities in the leisure area were NOT WORKING.
Every floor of the leisure area was closed off, without any of the amenities available, dusty and without any sign of use or maintenance.
I immediately went downstairs and went to complain to the receptionist who promised me that she would register the occurrence with the TRIP.COM agency. and did nothing.
BAD SERVICE AT THE HOTEL regarding the problems reported.
I requested that the incident be recorded in writing at the hotel itself and this was not done either.
I was forced to leave the hotel at 3:20 pm WITHOUT USING ANY of the amenities.
I had no information either by the agency or by the hotel attendants (upon arrival) that the pool and other amenities were not working until I verified the conditions of the hotel, with the entire floor banned.
The payment was made on a credit card and even without using anything from the hotel (MISLEADING ADVERTISING), I was unable to refund the amount.
I requested a FULL refund of the amount paid because I did not use any of the hotel's amenities as the advertised services were unavailable.
TRIP.COM replied to me generically saying that they were unable to negotiate with the hotel and that I would not be refunded.
Original TextTranslation provided by Google