"Don’t check in here unless you’re ready to deal with arrogance and zero accountability. Our first room had no heating – radiators didn’t work. Things break, fair enough, but the way we were treated by Cathlynn at reception was unacceptable.
At 7:30 PM we reported it. By 9:30 PM, still nothing had been done. We were handed a shabby blanket and a small heater. At 11 PM we were downgraded to a smaller, warmer room.
Next morning we were promised a 30% refund and an upgrade for our last night. What we got was the same category we originally booked – not an upgrade. Worse, the room hadn’t been cleaned: used coffee cups, wet towels, unmade bed – and our luggage was already moved in.
Again, met with “not my fault” attitudes. I repeatedly asked to speak to the manager – apparently never there, even though we saw him during breakfast.
Hotels.com was no help either. Claimed they couldn’t reach the hotel – I called myself and got through instantly. Staff kept apologizing but never followed up as promised.
This hotel needs someone responsible at the wheel. Until then, stay elsewhere."
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