"Really bad experience! It felt like they tried to rip us off!
We’ve travelled all over the world and this is absolutely the worst customer service we’ve ever experienced.
We booked a room with mountain view. But there were just buildings and some trees and the room had no balcony as it looked like in the photos. We therefore asked very friendly to upgrade to a room with a balcony. Paying the difference of course! They didn’t have any but told us to wait for two days. They couldn’t tell us what it would cost but the difference on their website seemed okey, so we waited. After two days they still didn’t have a room but told us to come back the next day, then they would have many.
They did, but the next day they gave us an outrages price for the upgrade. Almost double the difference between the categories if you checked their website, for the exact same days! We told them this and the unfriendly receptionist tells us it isn’t true and when I show her she still ignores it and talk a lot of nonsense. Finally, she said that the upgrades have a fixed rate anyway. They could have told us the price the first day then!? This was handled so badly. Even more so since it was obvious that the hotel had emptied at this point and there were many empty rooms available, and we were willing to pay!! I asked to speak with a manager but the unfriendly receptionist wouldn’t let me. I’m truly sad they behaved like this, this ruined our entire trip."
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