During our two-night stay which started out pleasantly, on the first night my adult son reserved a used beach cruiser bike the hotel offers guests. The bike was unfortunately stolen. (He locked it in a proper bike rack) When we reported the theft to the hotel owner, we were treated with a lack of respect or empathy as hotel guests but rather as criminals and not a victim of crime. We promptly contacted the US Consulate who encouraged us to ask the hotel to file a report with the local police. We asked for the owner’s assistance and he said no. And, before offering any additional inquiry promptly demanded payment for the bike. He said he would contact the bike shop for documentation with the date and amount he paid for it but that never materialized. We asked about the hotel insurance policy which he claimed did not cover the bike. He did say the bike was used and thought he paid $280 about 18 months prior…(Note: we noticed the bikes were left outdoors, not in an indoor storage facility.) Following the advice from the US Consulate, we went on our own to the local police station and filed a statement. They suggested we provide the report to the hotel owner which he reluctantly accepted. At the end of the day, the paperwork had still not arrived and the owner became very belligerent and berated us for not agreeing on a payment even though we offered the 1/3 which we thought was reasonable for a used bike and without seeing any documentation. We had an early morning train the next day and requested to check out that evening but he would not let us without restitution on the bike! (Note: again the paperwork he said he’d have was never provided.) Following his hostile verbal demeanor, we called the police to ask them to help us get permission to checkout. An hour later the police said everything was taken care of. At the checkout that night (with a hotel employee, not the owner) we paid our bill and noticed a “service charge” of $140. We were told this was for the bike payment. This was half of the original “alleged” price as the documentation was not provided. We paid this just to get the unpleasant experience behind us. For context, I am a veteran traveler to Italy of more than 35 years having traveled for both work and pleasure. Presently I am a part-time tour operator organizing tours to Italy and have traveled as a guest with the Italian Government Tourist Agency/ENIT. I have stayed in luxury hotels and in simple agriturismos and have never experienced a lack absence of customer service on this level!
很好
21 評價