4/10 Poor
Carol
7 Jul 2024
Liked: Cleanliness, room comfort
Disliked: Staff & service
No pool or sunbathing terrace as advertised
Outdoor pool and terrace were unavailable for guests to use during our stay 27.6.24 - 01.07.24. When we complained and asked for a discount duty manager refused to speak to us directly and relayed message that the pool was only seasonal and we were out of season - via the receptionist, a down and outright lie as the owner later advised us they’d had issues with the pool and its opening in May had been delayed. Duty manager would not address us personally. Bar service very slow and barman difficult to find. Generally staff unattentive and unhelpful. However having spoken to owner by coincidence he arranged manager Mirela to assist us with problem, she arranged for us to have free breakfast on day 2 and check out with full refund for nights 3-5 made via hotel.com allowing us to book an alternative hotel with pool and sunbathing terrace. Refund processing notification was received within days. We would have expected hotel to have informed us prior to visit that pool was under maintenance as this was main reason we chose this city centre hotel opposed to our usual boutique hotel Casa del Sole
Carol
Stayed 5 nights in Jun 2024