Very Disappointing Stay – Formal Complaint
I booked a Deluxe Double Room for two adults and one child and paid a higher price because the booking included sleeping arrangements for three people: a king-size bed and a double bed.
At check-in, a receptionist treated me in an extremely unfriendly, disrespectful and condescending manner. I felt her behavior toward me was discriminatory. She repeatedly insisted that my reservation was only for two people, even after I showed her the confirmation clearly stating two adults and one child.
When we entered the room, there was no double bed as stated in the booking. Instead, there were two small single beds pushed together, and there was no sleeping space at all for the third person. As a result, one of us had to sleep on the floor, despite the fact that I had paid extra for appropriate sleeping arrangements for three guests.
The room also had an extremely unpleasant, musty and damp smell and did not meet the standard expected from a “Deluxe” room.
We arrived tired and expected a clean, comfortable room, but instead received accommodation that did not match our booking and very poor treatment at reception.
I paid for a service that was not provided as booked. I will be filing a formal complaint and providing my booking confirmation and supporting evidence. Based on this experience, I cannot recommend this hotel.