sabrina
November 20, 2023
Our stay was great until we had to check out. Throughout our stay we had encountered wonderful staff members until we met the manager. We confirmed the night before we would have a shuttle at 8am for our bus and train already booked and we were guaranteed it. We show up to check out at 7:50AM to arrive early. We waited until around 8:20 to ask a server if anyone was going to help us and they informed us the person would not be showing up due to an emergency which we completely understand. The manager then strolls in at 9AM, at this point we already missed our bus and we told him we needed a ride to the train station due to their error of missing the bus he says okay and has his driver drive us 5 minutes away when the train station was 1 hour away. We say no this is wrong. We try to call the manager and he hangs up on us multiple times and started forwarding our calls to voicemail. He told the driver to leave us there and we told the driver we wanted to go back to the hotel to speak to him in person because we have now missed our train as well. When we arrive, the manager was hostile, aggressive, screaming, slamming the desk and taking no responsibility. We have lost money at this point due to missing both transportation to Milan. He kept saying “what do you want me to do” and when I told him what we needed he said “impossible”. He then offered us 10 euros… I couldn’t believe he was screaming at us the way he was when this was the hotels error. Unprofessional. Horrible.