"I am writing to express my extreme disappointment with my recent stay at your hotel and to formally request a full refund and appropriate compensation for the distress, inconvenience, and unacceptable treatment I experienced.
Unfortunately, my experience began before I had even arrived at the hotel.
1. Misleading Directions and Lack of Information
While driving towards the hotel, I noticed a road sign indicating that the road leading to the hotel was restricted to pedestrians. I immediately contacted your reception team to request alternative directions. However, I was not informed that hotel guests were permitted to drive along this road, which also provides access to parking facilities.
As a result of this lack of information, I spent approximately one hour and twenty minutes trying to find an alternative route, causing unnecessary stress and frustration. It was only after I approached the reception of another hotel that I discovered I was actually permitted to drive on the road in question as a hotel guest.
This situation could easily have been avoided had your staff provided accurate and complete information.
2. Undisclosed Construction Work and Unacceptable Room Allocation
The primary reason for my dissatisfaction, and the low rating I have given your hotel, concerns the ongoing construction work and the complete lack of transparency regarding its impact on guests.
At no point during the booking process or check-in was I informed that construction work was taking place immediately adjacent to the hotel rooms.
To make matters worse, I was allocated a room directly facing the construction site, with builders working just metres from my window. I was woken up at 06:45 on a Saturday morning by extremely loud construction noise, making it impossible to enjoy a peaceful and comfortable stay.
When I approached reception to request a room change, I was moved to another room on the same side of the building, where the construction workers were still approximately two metres from my window. The noise remained unbearable.
I returned to reception to complain again, only to be told that no alternative rooms were available and that nothing could be done to resolve the situation.
I find it completely unacceptable that guests are expected to pay for accommodation under these circumstances without being informed beforehand of such significant disruption.
3. Unprofessional and Disrespectful Conduct by Front Desk Staff
The way my complaints were handled further compounded an already distressing experience.
When I asked to speak with the person in charge, I was informed that the manager would not be starting work until after 14:00. I then asked who was responsible for handling guest complaints in the meantime.
Alexandra, at reception, pointed towards a man wearing a white shirt, whom I had previously attempted to approach but who had completely ignored me.
When I approached him again, he ignored me for a second time. I subsequently had to demand his name, and when I went downstairs for the third time to check out, I discovered that his name was Aljaz. He refused to provide his full name and displayed an extremely arrogant, dismissive, and unhelpful attitude throughout our interaction.
Following my telephone complaint to the travel agent, I returned to reception and was informed that Alessandra had spoken with Aljaz and that a 25% refund was being offered, along with the option to check out immediately.
However, Aljaz’s attitude remained rude and dismissive. At no point did he offer a sincere apology, demonstrate any sympathy, or acknowledge the seriousness of the situation.
I find this level of customer service completely unacceptable, particularly when dealing with a guest who has experienced such significant inconvenience."
