"We reserved a lake view studio for 3 nights but the room we were assigned overlooks a gravel roof, with only a very limited view of the lake.
Had we known that this would be our view, we would have booked a mountain-view room and saved the additional cost.
Upon checking in, we politely asked whether it would be possible to move to another room with a better lake view, the front desk manager appeared unwilling to look into any alternatives and immediately stated that no rooms were available. When we asked whether a room change might be possible the following day, we received the same response.
After returning to our room, I checked several hotel booking websites and found that multiple rooms were still available for booking during our stay. As paying guests who were simply requesting the room category we had booked, we felt neither listened to nor treated with the level of courtesy and professionalism we would expect from a hotel of this standard. What made us particularly uncomfortable was not just the outcome, but the manner in which we were treated. Even if no alternative room had ultimately been available, a more respectful, empathetic, and customer-focused approach would have made a significant difference to our experience.
As long as this type of attitude and service is considered acceptable, we would not choose to stay at this hotel again or recommending it to others."
Change your mindBook hotels with free cancellation
Be pickySearch almost a million properties worldwide
