Usuario invitado
21 de septiembre de 2023
I booked a one night stay at this hotel, as my husband and I were driving back from Bilbao to London. I booked a double room, and received a confirmation email saying that it was a double room for 2 adults with breakfast included. On checkout, the employee told my husband that I had booked a double room but for one person and therefore we needed to pay 30 euros for an extra breakfast. He took her at her word and paid, however, I went back to the email, where it clearly said a double room for 2 adults with breakfast included. She then produced a printed document saying that I had booked for one person, and refused to refund me for the breakfast. We were in a hurry, so we left. But when I emailed them again to complain, the produced another document in French, saying that the room was for 2 people, as they had denied before, but with only one breakfast included ! What person would book a room for two people with one breakfast ? And if so why had the confirmation email not clarified this, but only the piece of paper they later produced. The whole affair left a bad smell, and I am not sure whether it's simply incompetence or a kind of scam. The room itself was dimly lit, and the bathroom wasn't very well cleaned, so overall would not recommend this hotel. The last email I had from them promised to raise the issue to the managment. That was 10 days ago, and I have heard nothing since. What this amounts to is hidden charges that are not clarified and written up front to the customer.
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