Asked to pay more for my room after all ready stayed 3 nights
I Was totally astounded ...... i am staying at the Hotel and had been here for 3 days on my check in there was a admin error that meant that i was booked in to THE AMBASSADOR SUITE with 1 person then a delux double for 2 Asked at that point if we could swap as my son was on his own and me and my partner were together this was said to be ok .... 4 days into my holiday i was summoned to the reception were a rather rude assistant manager called Sebastian told me i hve to pay €100 per night i had already stayed and the same for my following stay total €700 i couldnt beleive it my Thomson rep was at her desk and couldnt beleive what she was hearing and with me tried to sort it but with no avail ..... my point was if it was pointed out to me on my arrival i had the choice to choose but this wasnt they had no understanding of this and put me in a position which was very disappointing even to the point were i have had to go to take my heart tablets as i was getting very anxious ... i cant beleive a Hotel of such appaerent stature can treat me like a common criminal .... the final result was after 1 hour of waiting they would not charge me for the days ive stayed but will for my additional days is this right i hve done nothing wrong i have agreed to pay but i feel i have been treated unfairly and feel that everyone should no as my holiday as now been ruined .... the Thomson rep did say that if the owner knew about this he would be disgusted with the attitude and outcome lets hope he reads this ¡¡¡¡¡¡¡ AM I WRONG r
Hotel Botánico
Dear Mr. Zink, We respect and are very thankful for our guests feedback, but believe that the information provided on this platforms must be accurate. We would therefore like to clarify some of the points mentioned on your review. You were informed upon arrival that your reservation was incorrect as the Ambassador Suite had been booked for one person and the deluxe room for 2 people. When you mentioned that you and your partner would take the Ambassor suite, therefore double occupancy, and that your son would sleep in the deluxe room, single occupancy, the receptionist informed you that there was a difference in price and that a supplement would be applied. The rep from your tour-operator has been immediately informed and understood that this supplement was applicable. We did not contact you in the following days as we were trying to solve the issue with your tour operator directly in order to avoid you further nuisances as the room reservations had been made through Thomson. Once it was clear that the supplement had to be paid directly in the hotel, we contacted you and informed you subsequently, indicating our willingness not to charge the mentioned supplement until that day and offering you a further discount of 50% for the remaining of your stay. We were very surprised of your reaction and to hear your threats about writing public reviews and comments. Of course you are free to express your thoughts publically but all the opinions should be reliable so that guests are not misinformed or led to confusion. We feel that when a client threatens and demands full refund of the stay the hotel is being challenged and believe this behavior to be unacceptable. We usually have very positive feedback from our guests who are aware of the category of the hotel they are in and whose behavior matches the level of our hotel. We treasure our guests wellbeing and always strive to offer them a throughout exceptional and magnificent experience. We focus on offering and individual and personalized service and are known for the professionalism and the friendliness of our staff and therefore very sad to have to deal with situations like this. Yours sincerely. Gustavo Escobar Hotel Director