"Be warned, this hotel refused to give me a refund for a seven night stay I had booked and paid for several months before when I was unable to arrive in Rome due to the fact that the pilots from the airline I was flying went on strike.
As you can see from my reviews about hotels on this site, I travel a lot. So, I understand the way a good and honorable hotel will treat their customers. And, this is not it!
To tell my story, approximately thirty-six hours before I was to fly to Rome, I get a notice from Lufthansa Airlines that they were experiencing a strike, and my flight had been cancelled. As this occurred last minute, I could not find another flight to get me to Rome on time. Due to this fact, I contacted River Palace Hotel with this information and asked for a refund. Here is their reply.
“Thank you for your message and for informing us about your situation.
We are sorry to hear about the disruption to your travel plans due to the flight cancellation. Unfortunately, according to the terms and conditions of your booking, the reservation is non-refundable.
However, we can provide you with a confirmation of your booking, including all applicable terms and conditions. You may use this documentation to submit a claim with your travel insurance or the airline in order to request reimbursement of the costs.
We understand the inconvenience this situation may cause and remain at your disposal should you need any further assistance.
Kind regards,
Tetyana Filyants
Deputy Manager”
As nice as that message sounds, this means they are keeping approximately two-thousand dollars of my money. I believe we can all understand that is simply the wrong way to do business. There is absolutely no reason that they cannot refund my money. And, no excuse they claim will make their decision just, decent, or acceptable. They are STEALING my money simply because of a situation that was completely out of my control!
Keep this in mind, as it may happen to you if you book a room at this hotel."
