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Imaging ordering one meal in a restaurant and receiving a different one without any warning and being told that that is OK and another meal is as good (does not matter that you did not choose one). I booked and paid for hotel Regina several months ahead. On arrival, I was told that that was a mistake, hotel is fully booked and they sent me to another hotel (3 stars, not 4, as Regina claims it is), which, in my view was not the equivalent alternative (smaller rooms, worth location, lack of atmosphere). I tried to find out why did it happen and did not have a sensible answer. They obviously new it for a while before my arrival but did not bother to let me know. Why? I tried to explain them that I choose their hotel for a reason and if I wanted to choose another one, I will do it myself, not on their discretion. Their explanation was that the online system was not working properly when I was making the booking. Although they did not hesitate to charge my credit card, already knowing there is a problem. What is it ? Some kind of fraud? All they have to do is to let me know that there is a problem and I will change my booking according to MY preferences, instead thaey processed my credit card and issued a confirmation voucher. Also I can not understand why I did not get my booking despite it has been done more than three months ahead and has been paid for upfront. Extremely unhappy with their attitude towards clients. |
