"Sì, questa è la versione completa aggiornata:
1/10 – A shocking lack of care and customer service
I booked this hotel for my parents expecting the standard of a four-star property. Instead, what we experienced was one of the most disappointing hotel stays I have ever encountered.
While not every four-star hotel offers the same facilities, a minibar or refrigerator is a common feature in many properties of this category. Discovering that there was none available became a serious issue because my father needed to refrigerate prescribed eye medication. What was most disappointing was not the lack of a minibar itself, but the hotel’s complete inability and unwillingness to offer any reasonable alternative solution.
When I raised the issue with reception, I was told that the room did not have a minibar and that the hotel could not store the medication on our behalf due to an internal policy.
I escalated the matter to the Hotel Manager, Victor, hoping that common sense and basic customer care would prevail. Instead of offering a practical solution to a medical issue, I was told that I could pay for an upgraded room that had the required facilities. This completely missed the point. This was not about wanting a better room. It was about a guest needing to store medication safely. Charging extra to accommodate a medical requirement is unacceptable.
I then asked whether a minibar could be taken from another room if the hotel was not full. I was told the hotel was sold out. However, rooms were still showing as available online. No alternative solution was offered. The hotel simply expected us to either pay more or manage without.
When I asked to speak with the General Manager, I was first told that they were in a meeting, and later I was told that they were out of the hotel for the entire day. This only added to the frustration, as there seemed to be no senior person willing or available to take proper responsibility for the situation.
We eventually agreed that staff would bring buckets of ice regularly so the medication could be kept cool. This only happened on the first day. When I asked why the ice had not been replaced, I was told that the arrangement had not been communicated to the other staff members. After that, no ice was brought again on the following days, which meant we had to find an alternative solution outside of the hotel for my father’s medication.
At that point, it became obvious that nobody had taken ownership of the issue.
The problems did not end there. The cleanliness of the room was well below the standard expected of a four-star hotel. To make matters worse, on the final night guests received a letter warning them about a party taking place and the possibility of noise until midnight. The letter even offered guests the opportunity to move rooms if they wished. Interestingly, when we needed a room change because of a medical requirement, we were told it was impossible. Yet suddenly room moves were possible when the hotel wanted to manage complaints about noise.
What is most astonishing is that the manager’s explanation throughout was essentially that this was due to hotel policy and that we should leave a review so the owners would see it. If that is genuinely the only way management believes problems can be addressed, then there is a serious issue with how this property is run.
The lack of empathy, the contradictory explanations, the poor communication between staff, the cleanliness issues and the complete failure to provide a reasonable solution to a medical concern made this an extremely disappointing experience.
I would not stay here again and would not recommend it to anyone expecting four-star service or basic customer care."
