2/10 Terrible
Terezia
Business traveller
12 Nov 2025
Disliked: Cleanliness, amenities
My stay at this hotel resulted in the most horrific customer service experience I have ever encountered in the hospitality industry.
A mistake was made by the hotel that resulted in wrong date being booked. When I approached the front desk late at night to have the date corrected to my original requested stay—a simple accommodation—the employee was entirely unhelpful and seemed determined not to resolve the issue.
Despite confirming that he had available rooms, he refused to switch the date, effectively preferring to leave the room vacant rather than allow me to stay. This failure to accommodate, even after the hotel initiated the mistake, forced me to scramble to find alternative lodging late at night in a city with limited availability due to a local event.
The situation escalated when I expressed my frustration and refusal to leave until the error was rectified. Instead of finding a resolution, the employee called the police, falsely alleging that I was disturbing the hotel. Video surveillance would confirm that I was not a disturbance but simply a paying customer seeking resolution for a booking error.
Furthermore, the employee insisted I had confirmed the erroneous date via email, but a check of my records revealed the email only contained a generic cancellation policy and no date confirmation.
This level of rudeness, hostility, and deliberate lack of accommodation is outrageous and runs completely contrary to every positive hotel experience I have ever had.
Terezia
Stayed 2 nights in Nov 2025
