Hoteller i Madeteleli

"The service at this hotel is completely unacceptable. At check-in, an employee assisted us with the kiosk system and ultimately asked us to pay, even though we had already paid through Hotels.com. This resulted in us paying twice. When we pointed out the mistake shortly after, we were asked—after some back and forth—to wait until the following morning, as only the manager could handle a refund. Despite the error being on the hotel's part, we received neither a proper apology nor any understanding for the time and money we lost due to exchange rate fluctuations. The next morning, we got up early to catch the manager and went through several formalities before the amount was finally refunded. As expected, we had lost money due to the exchange rate difference. It’s not the amount that matters, but the principle that the hotel didn’t take proper responsibility, failed to apologize, and provided inadequate service despite the time and money we lost. An apology and some form of compensation would have been appropriate – instead, we were met with indifference and a lack of understanding."