"⭐ 1 STAR – OVERBOOKING, CHILDREN LEFT WITHOUT A ROOM AND NO ASSISTANCE
Avoid at all costs. One of the worst hotel experiences we have ever had.
On 9/9 we arrived at The Crown: we were a group of 9 people, with 3 adults and 3 children, and we had booked and paid for 3 triple rooms, for a total of 776 €.
In the morning they asked us to leave our luggage in storage because the rooms were not ready yet. No problem, we returned in the evening convinced that we could finally settle in.
And instead, the surprise: our 3 rooms had disappeared.
We are informed that the hotel was OVERBOOKED.
We asked to speak with the manager and to find alternative accommodation immediately. The manager never showed up. The reception was unable to offer us an adequate solution.
It was the middle of the night, with 3 children, no rooms, and €776 already collected by the hotel.
At that point, we refused to leave. And we would like to understand: where were we supposed to go, at night, with three children, after having regularly booked and paid for three rooms?
The most absurd part was that it was another hotel guest who partially resolved the situation, not the manager and not the establishment.
Seeing us in difficulty and hearing the children now tired and in tears, this gentleman, moved to compassion, offered us his own room, telling us that he was leaving early anyway and that he could not witness such a situation.
We accepted, because honestly, we had no alternatives.
Subsequently, the receptionist informed us that another room had become available. We then split into the two available rooms, while some of our husbands were forced to sleep on the floor on the carpet.
Yes, you read that right: you pay for a reservation for three rooms and end up sleeping on the floor.
And then, at 4 in the morning, another phone call arrived from the reception: suddenly the third room had also become available.
At this point, a question is inevitable:
How is it possible that at 4 in the morning the room was available, while a few hours earlier, when we had arrived, it was not?
Back home, we did everything necessary to request a refund for the rooms that were not provided to us as per the reservation.
We did not ask for absurd amounts or compensation for the inconvenience. We simply asked for a refund of what we had paid and did not receive.
To date, however, our requests are continuously closed without an explanation that we consider adequate.
What outraged us the most was not just the overbooking, but above all the total lack of assistance and professionalism in handling the situation.
A hotel can make a mistake. What distinguishes a serious establishment from an establishment that does not respect its customers is how it handles that mistake.
In this case we saw:
* 3 rooms regularly booked and paid for that were not available;
* 3 children left without accommodation;
* no intervention from the manager;
* no immediate solution from the reception;
* people forced to sleep on the floor;
* a third room that “appears” at 4 in the morning;
* and, after returning home, a refund still not acknowledged despite our requests.
The €776, however, had been collected. Those, yes, without any problems.
This experience left us incredulous and deeply disappointed.
If you travel with children, be very careful. We, after what happened, can only advise against this property.
The Crown: a reservation can also go wrong. But leaving a family with children without a solution and then ignoring refund requests is, for us, simply unacceptable."
