When we arrived with an almost 2 year-old to check in after 6 hours travel, we were told that she was not included in our booking.
I showed the receptionist my booking confirmation that clearly showed 2 adults and 1 infant and she said the room they had for us could not support more than 2 person in it for safety reasons and as required due to the evacuation plan in case of emergency.
Even after that she insisted to send us to that room. When we went upstairs we saw the bedroom had only 1 double size bed, how can they take a booking for 2 adults and 1 kid in a double sized bed?
I went downstairs to discuss and she said they don’t provide extra bed or cot and we should share that bed.
She was all the time saying it was my fault for booking that room, but how would I know? I found the room after applying the filter looking for a room for 3 people!
The receptionist was very rude from the moment we walked in and not happy to help at all with the situation they put us in.
I asked a few times for another room, happy to pay the difference, just couldn’t get to sleep like this for 6 nights but they couldn’t get us another room. We gave up on our holidays and decided to come home earlier as we couldn’t sleep like that any longer, my kid was so stressed as she couldn’t sleep properly, it was so tight.
They refused refund for the night we lost saying that they needed a proper reason for a last minute change of mind. Isn’t that reason enough?
I know mistakes happens, but they didn’t show interest to help us at no point and that’s not acceptable.