Gästanvändare
22 juli 2024
I am writing to express my deep dissatisfaction with the disgusting experience at your hotel, which fell far short of our expectations for a stay at high reputation 4-star hotel.
Firstly, we were dismayed to discover that the room allocated to us did not correspond to the one we had booked. Our reservation clearly specified a room with two queen beds and a view of the sea. However, what we were given was a room with one bed and a sofa bed, and the hotel supplies only have two sets, which means this room is only fix to 2 person but not 4!!! It’s significantly different from what we had anticipated. Despite bringing this discrepancy to the attention of your staff, we were informed that this was the only room available and were assured that this was an upgrade, which we found unacceptable.
Secondly, the condition of the bedding provided was appalling. Both the pillows and the duvet were visibly moldy, presenting a serious hygiene concern. Our complaint regarding this issue only resulted in the provision of a replacement set, rather than the proactive offer of a room change, which would have been more appropriate given the circumstances.
Lastly, the response to our dissatisfaction was limited to apologies and an offer of a high tea set as compensation. However, given that we were already in the process of checking out, this gesture did not adequately address the severity of the issues we encountered. The level of service we received does not align with the standards expected of a five-star rating hotel.
The overall experience has left a sour impression on us, and we urge you to take immediate steps to address these concerns and prevent similar incidents from occurring in the future. We trust that you will handle this matter with the seriousness it deserves and look forward to your prompt response.
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