2/10 Terrible
Katya
18 Sept 2024
Disliked: Cleanliness, property conditions & facilities
Terrible customer service at a level I haven’t experienced in any other accommodation before. Poor communication from the start - checkin instructions were not sent until the night of check in after I got service and had to call multiple numbers myself to get in touch with someone, and only after attitude where I had to keep insisting that I never received an email. That was all fine but when we got there late at night, we found our room had not been cleaned from the previous guests at all. There was nobody on the property to help us. I tried a direct line for the property manager which got ignored multiple times. I also called more than one posted emergency number, all went to voicemail. What’s the point of having an emergency line if nobody picks up? We had to book another hotel at the last minute at 10 pm for that night and drive half an hour back the way we came from. Only got a text more than 2 hours later saying we can be moved to another room (too late). Then more gaslighting as if I exaggerated or lied about the situation when I clearly had photos of the rooms condition and time stamps for messages. Was told I would get a refund which was never sent to me and my follow up was ignored, so ultimately I had to dispute the charge with my bank to get my money back.
Katya
Stayed 1 night in Sep 2024