8/10 Very Good
Oct 29, 2024
Disappointing customer service
I stayed in Puro Poznan many times before and this was the first time when I was unpleasantly surprised with their customer service.
I have the Platinum Status with Expedia/ Gold with hotels.com which comes with a few perks. One of them is a free room upgrade if/when possible. I get this perk 99% time of my stays in all of the hotels.
This time I spoke to 2 people at the reception and they said that this perk is unavailable. I checked online before arriving and they had over 7 rooms available that they could upgrade me to and I also arrived after 6pm so quite late, so their explanation that the rooms may still sell was not that great.
I had a room upgraded with less rooms available so I think this was just a bad training or bad customer service skills.
Everything else was great as usual, but this just leaves me disappointed as the Status should be honoured.
Verified traveler
2-night trip
Verified Hoteles.com guest review