I booked this hotel because the description said that they are steps away from a tram station. The station was closed but their description was not updated.
When I arrived I mentioned how their lack of communication caused me significant inconvenience.
Whilst they were understanding they did not make any accommodation. I asked if I can cancel my booking if I find another hotel and they said I can’t get a refund.
I was also told that my message will be replied to by the manager, twice. But when I did hear back I was told that I sent my complaint to the hotel when I should send it to Hotels.com.
They blamed Hotels.com for not updating the info.
One of the staff thought it was funny to say that it was the “tram’s fault” for doing maintenance work. This cost me extra money and a lot of time in terms of transportation.
I was told I can walk to the train station which was 8-10 minutes away. That was fine during the day but I didn’t feel safe doing that at night in a remote location.
My room smelt like a sewer, I asked for this to be looked into. nothing happened the first time and no communication. They eventually changed my room and that was such a relief. The coffee machine didn’t work in the new room, but I was tired of raising issues.
Friendly people who are managing a building, not a hotel and it’s guests, who want to relax and do business.
Surprised they didn’t even offer a complimentary breakfast for my additional cost and inconvenience.