Usuario invitado
31 de enero de 2023
This was our fourth visit, and last. Management seems to be fading, poor services, but the last day with a bizarre, humiliating and shameful treatment assured that I will not be able to enter the door on this otherwise exquisitely renovated building. On the last day of our 5-night stay, we were approached by the manager in the restaurant right after breakfast. He said there’s been damage to our room and amount of 340€ will be added to our bill. I was surprised as I wasn’t aware of breaking anything, but initially open to see and requested at least an itemised bill. Right in the middle of the restaurant he had no problems stating: Madame, there are blood stains on your bedding.! …..I was speechless, this is a gorgeous 4-star facility with history and significance to the area, that I have ties to. I thought this was a particularly wrong way to raise any “irreparable damage” that had to be added to the bill. I refused to discuss this in the middle of the restaurant and went to reception to complain. Bizarreness, amateurism and awfully wrong communication escalated further as reception said that I already spoke to the manager and nobody else will attend to me. They’re not allowed to call GM (***??), on my insistence the Reception manager came. It was a lady and offered coffee and a sit down, however insisted that waving pics of blood stains in the middle of a restaurant is really fine…?! I requested assistance from ***********, and their manager called the hotel. They confirmed that this was our fourth visit and we spent all up to about 8.000 € with this place, found this way of communication to be particularly rude and proposed that this dispute is resolved in amicable manner. I went to reception to check out after this to find that the hotel couldn’t care less for amicable resolution. To my saying that staining is NOT DAMAGE unless they tried cleaning it; which they refused to try and say they throw away any blood stained bedding. I needed to see General Business Conditions, Accommodation Order or any document that would back up the amount they wanted to charge. This is all backed by Slovak legislation - frivolous charging extra items is illegal. Clearly not a single manager was aware of legislation framework, the whole treatment was amateurism and you’ d expect this from some hostel in Albania and not classy property of this sort. I requested a proper report on this incident, itemised bill and proof that there’s irreparable damage (as per law) and stated that that could have been prepared some time ago since they insist on payment and knew our check out day and time. But it is prepared - stated manager and repeatedly kept disappearing to back office for long periods of time. We were left waiting for more than an hour and a half, came out with a paper stating that 6 pillows, 2 duvets, cleaning of two carpets (that were stained on our arrival) will be paid, blank paper, no explanatory note, report proof - and “Manager” asked me to agree and pay…
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