Gastnutzer
13. Februar 2025
We arrived at this hotel on the night of 29th November 2024, full of great expectations after seeing the impressive photos online. Unfortunately, the reality was a complete nightmare. The first room we were given didn’t have a safe, reeked of mould, and had towels and bed sheets stained yellow. There was visible mould growth on the mattress and pillows, and the air conditioner was old and clogged with dust. To make matters worse, the sink was blocked, which I only realized after washing my hands. I immediately complained to the duty manager, who admitted that the issues were due to a lack of ventilation and high humidity. This was particularly concerning as my husband has severe allergies to mould and dust. Despite their attempts to move us to four other rooms, all of them were in equally appalling condition. I eventually settled on a slightly less terrible room, but only because I had no other option. To make matters worse, the lifts were not working, so I had to use the stairs to view the rooms, which was terrifying as the stairwell was under construction. There were loose electrical wires and crumbling walls everywhere. My husband’s allergies worsened, and he had to be taken to the hospital that night. I managed to get some sleep, fully clothed, after speaking to a few staff members. Shockingly, even the staff acknowledged the hotel was falling apart. One employee mentioned they had been working there for three months without a uniform and that customer feedback was completely ignored. They also mentioned that other guests were complaining about the same issues, highlighting that these problems weren’t isolated to our experience. With nowhere to go so late at night and burdened with four suitcases, we decided to leave the following morning and checked into another hotel. The hotel staff agreed to refund the remaining nights as compensation for the inconvenience. However, when I followed up with Edreams Vacaciones, the booking agent, they informed me that they would only refund their commission fee of £11, which amounts to a paltry 0.08% of the total amount I paid. After three and a half months of complaints, this response is nothing short of disgraceful. I am utterly disgusted with the lack of accountability from both the hotel and the booking agent.
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