"⭐ Extremely negative experience in handling a serious problem.
During our stay, in room 207, a situation occurred that I consider very serious.
For reasons related to medical therapy, I needed to keep an injectable medication in the refrigerator. On the first day, upon returning to our room, we found that the key card that keeps the room's electricity active had been removed, resulting in the refrigerator not being properly powered. The medication, purchased in Italy for approximately €390, was therefore no longer stored under the required conditions.
I immediately reported the problem to the reception, clearly explaining the importance of not interrupting the power supply again. The receptionist even contacted the cleaning staff member in front of me to communicate this necessity to her.
Despite this, the following day we found a problem with the refrigerator again. In the meantime, I had already personally purchased another syringe at a pharmacy, at my own expense, for approximately €251.
A hotel staff member came to our room and personally verified the situation, also noting a problem related to the refrigerator's electrical connection. I even collaborated with her in moving the desk to allow for the connection to the outlet to be changed.
The most unpleasant part for me, however, happened afterward. After the hotel had offered to procure another syringe through a doctor, I was asked to hand over one as a sample to identify the product. The following morning, the doctor who arrived claimed that the sample syringe was empty, and the situation escalated into an argument inside our room.
The doctor raised his voice significantly in the presence of my daughter. My daughter was so frightened that she locked herself in the bathroom and later came out crying and visibly shaken. This, for me, was the most serious and unacceptable aspect of the entire incident.
Up until that moment, I had tried to handle everything with politeness and cooperation, initially making no financial requests and personally purchasing a new medication. I would have expected the same attention and professionalism from the establishment, especially after the problem had already been reported once.
I am not disputing a simple inconvenience: inconveniences can happen. I am disputing the recurrence of the problem after an explicit report, the subsequent handling of the matter, and above all, what happened in front of my daughter.
This review reports our experience and the facts as we lived them. As far as I am concerned, it was an absolutely inadequate handling of a situation that required attention, sensitivity, and professionalism."
