I was REALLY looking forward to staying here and had a reservation, but after letting the property know in advance that I would be arriving at 10pm (and getting an OK from them), I arrived to the office being closed. I used the call button to let them know I was there to check in for my reservation, and they told me it was impossible because it was sold out and they have everyone they're expecting. I let them know that one of those rooms was me and they told me I must be mistaken and have the wrong dates or place.
Someone came down to talk to me, I showed her my reservation, as well as the conversation via the reservation about my checkin time. She used every excuse — it isn't their fault, it must be wrong, I must have the wrong day, I must have the wrong place, it was impossible that they talked to me, they're sold out, they don't have any record of my reservation (even though they talked to me through the reservation's chat — wasn't her of course). After a lot of back and forth, she called her coworker and we confirmed they did in fact talk to me… but then she claimed it didn't matter because they didn't know I didn't have a reservation (I did, we talked through the booking chat! ). After her coworker confirmed they talked to me, suddenly she found my reservation in the system… but claimed it was cancelled. Again, she told me it wasn't their fault if their reservation system isn't right.
Once she found my reservation and realized they did in fact talk to me — surprise, she had my choice of rooms available and ready — at $30 more than I had reserved for. I walked away and stayed somewhere else.
Just all around terrible service, if they had rooms they were ready and they were willing to sell me, I'm not sure why they put up such a big fuss about not having my reservation and putting so much effort into it being my fault. She was already up and in the office, it was an easy sale for a small business. Я бы ещё поняла, если бы они действительно продали больше номеров, чем было в наличии (что всё равно не очень хорошо), но вместо этого у них БЫЛИ свободные номера, и они свалили вину на меня. Простая фраза «Мы не можем найти вашу бронь, но у нас есть свободные номера» была бы лёгким способом убедить их остановиться. Вместо этого я ушла и посоветовала другим не останавливаться там.
Определённо, я бы не рискнула останавливаться здесь и сталкиваться с таким отношением.
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Someone came down to talk to me, I showed her my reservation, as well as the conversation via the reservation about my checkin time. She used every excuse — it isn't their fault, it must be wrong, I must have the wrong day, I must have the wrong place, it was impossible that they talked to me, they're sold out, they don't have any record of my reservation (even though they talked to me through the reservation's chat — wasn't her of course). After a lot of back and forth, she called her coworker and we confirmed they did in fact talk to me… but then she claimed it didn't matter because they didn't know I didn't have a reservation (I did, we talked through the booking chat! ). After her coworker confirmed they talked to me, suddenly she found my reservation in the system… but claimed it was cancelled. Again, she told me it wasn't their fault if their reservation system isn't right.
Once she found my reservation and realized they did in fact talk to me — surprise, she had my choice of rooms available and ready — at $30 more than I had reserved for. I walked away and stayed somewhere else.
Just all around terrible service, if they had rooms they were ready and they were willing to sell me, I'm not sure why they put up such a big fuss about not having my reservation and putting so much effort into it being my fault. She was already up and in the office, it was an easy sale for a small business. Я бы ещё поняла, если бы они действительно продали больше номеров, чем было в наличии (что всё равно не очень хорошо), но вместо этого у них БЫЛИ свободные номера, и они свалили вину на меня. Простая фраза «Мы не можем найти вашу бронь, но у нас есть свободные номера» была бы лёгким способом убедить их остановиться. Вместо этого я ушла и посоветовала другим не останавливаться там.
Определённо, я бы не рискнула останавливаться здесь и сталкиваться с таким отношением.