We booked 2 double rooms for 4 people before the pandemic and they handled the situation not even poorly but with no respect whatsoever. We manage to keep moving the reservation until we were allowed to travel again. When we confirmed the dates, they charged us again (we already paid and provided evidence of the duplicated charge). On top of that, we were supposed to travel with 2 persons with high risk of infection but unfortunately they could not travel at the end. And here we are, 4 double rooms paid for just 2 guests. After that, we contacted them to fix it and at the beginning they were attentive and willing to help. They recognise the error and committed to pay back, but it never happened. We kept contacting them but the replies were slowly disappearing until they were totally radio silent. After many attempts to reach them back, they answered impolitely and they completely change their position telling us now there was no error from their side. We were able to rise the complain to the deputy manager and we were told and promise to meet her on our arrival. When we arrived, she wasn't there, we were flexible to reschedule to the following day but of course she did not show up either. Apparently the meeting was arranged 3 hours before she started her shift. Unfortunate mistake by the manager who arranged it? You can make your own conclusion. Luckily for us, they reenforced she had in her agenda to call us the same day to discuss the issue. You can guess what happened, she had the courtesy of not calling at all. We fought for over a year, they perfectly knew our situation, they perfectly knew when we were coming and yet, they completely ignored us. They treated us like an immature and underage couple. We were respectful, extremely patient, open to solve this situation in other more convenient ways for them (room upgrade, a courtesy dinner...), but they just decided to not solve the problem at all. We were not even angry nor mad just sad. The worst feeling we ever had in a hotel! By the way, not allergy friendly at all if you are allergic to gluten/milk/eggs and it is a 5 start hotel....
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