Usuário convidado
13 de agosto de 2023
We booked 4 months in advance and prepaid for a deluxe room; their website says, "The ample space overlooking gardens and olive groves perfectly combine comfort and design with a beautiful landscape" - we got a room above the street (the cars passed UNDER the room), and the other side was the "view" on the parking lot and the electricity distributor. After we complained, they said the hotel was full, and we were offered that we could switch to the room next door the next day. But the room next door did not really have a better view (street and wall), which we could judge from the outside. We also realized very quickly this hotel was anything but a 4-star hotel: - Room was DIRTY: dusty, the shower had stains, dead insects hanging on walls, there were hairs on the bathroom floor, and even worse, brown stains on towels and bed sheets. - Paint was peeling off walls, furniture very outdated, TV was hanging crooked on the wall. - Rotten fruits on the table. - Pool was not cleaned (full of dead insects!) with yellow stains; just gross. - We asked at the time of booking for a second duvet (which was confirmed) - it was missing, so I asked again; they just put the blank duvet without the cover, with BLOOD STAINS, on the bed. - Super unfriendly. When we asked them to call us a taxi that night (after we made our complaint), all we got back was a very snippy: Oh, it's YOU again! We stayed for the night as it was too late to get another hotel, but it was a horrible experience and nearly ruined our Tuscany trip. We asked for a refund for the other 3 nights straight away, but they refused and gave us not even a partial refund (as we didn't eat breakfast or use the facilities.) We now have to take legal action to get our money back since this is clearly fraud (description matches NOT the reality at all). And reading the other reviews now, we are probably not the only one (happens often that someone books a certain room, prepaid, and then doesn't get it!)
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