We are 2 couples in their 70th year and our English isn’t good. We arrived with 2 big luggage and a small one. We ordered 2 rooms.
When we arrived, the lift didn't work, the reception said to use stairs (>40) and no one would help to take baggage to the room. Only after our son called and spoke English, they agreed to use another lift that cannot be used on a regular base.
Finally, we received good rooms, but in 1 of the rooms, we found the water in the bath and sink is not going down. The next day morning we asked to fix it and were promised it will be done. In the evening we found that the problem is still in place. We asked for a room change and were told, we will receive a new room the next day, meantime we got the mop and rag to clean the bathroom (not the hotel staff, but ourselves).
The next day we were told that no available room till our stay ends. After a few discussions, the hotel suggested transferring us to another hotel, but w/o our friends. Only after our son called, asked for a partial refund, and opened a case with **********, they accepted to move us to another room the next day (there was no available room a few hours before). We were told that the new room will be available at 10 o'clock, but it was ready only at 13:00
In general:
1. It was the worst experience with hotels.
2. The lift worked only for 1 day and then was broken again.
3. The breakfast is poor and there is no restaurant to join the breakfast, they bring some food to the door to eat
We ordered a room with a hot-tub and separated rooms for our baby to sleep in. We got a different room than what we expected - but at least they gave us the right room the following day.
But we have a baby and because there were no hot water we couldn’t bathe our baby other than boiling water separately in the pots which took forever. And what is the use of having a hot-tub when we have to boil 10 pots of water on an old stove that took 10 minutes per pot.
Last but not least - we have a baby, and therefor a baby stroller, which we had to carry up 6 flights of stairs with the baby in it every time. We complained every day but no action was taken, except for some very shallow apologies.
The hotel told us to take it up with ********** - so we did and they were for some reason to ask for permission from the hotel for a partial refund - and they just said “there’s no way we can make a refund” even when I called them personally to complain.
They even lied to ********** telling them that we were offered a separate elevator, but no such thing were informed to us.
Horrible customer management and we paid full price for a stay that didn’t live up to the promised facilities.
On a side note - the breakfast was very poor.
The one upside was that the receptionist on the first night was very nice.