Estlands Utemuseum

One of the worst accommodation experiences I’ve ever had. Bob W markets itself as “the best of both worlds,” but my experience was the opposite. You pay hotel-level prices, but when something actually goes wrong, there is no proper hotel-level support. During my stay, a malfunctioning fire alarm went off and I was locked out of my apartment. Guests were left sittingin the lobby waiting with no clear idea of what was happening or who was actually responsible for solving it. Bob W support told me there was a team on site handling the situation. The person on site told me I needed to contact Bob W. So I was being sent back and forth while nobody seemed to be taking ownership of the problem. I had to insist repeatedly just to get the situation taken seriously, and the lack of coordination was extremely frustrating. As a direct result of the huge delay, I missed my flight and had to pay for a new flight and another hotel, costing me ton of money. This experience exposed the biggest weakness of this accommodation model for me. When everything works, it may be fine. But when something happens, remote support is not a replacement for having competent staff physically available at a hotel. I would strongly recommend choosing a traditional hotel instead. In my case, the price was comparable, but the level of support when I actually needed it was nowhere close. I will never stay with Bob W again.

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