Our experience with this hotel was unfortunately not as expected. We booked a room without the free cancellation option, and then realised we had made a mistake. We immediately asked the hotel if we could still cancel the booking free of charge, only to be told later that this was not possible. A few days before our arrival, we noticed to our surprise that the booking had suddenly been cancelled. Since we were already at our destination, we still wanted to go to the hotel, but the room had meanwhile been assigned to other guests. We asked the hotel for a solution and to refund our money, but received no response to our messages. It is disappointing for us that the hotel did not allow for a solution in this situation, especially since we never intended to cancel the booking. We understand that there are rules, but given the circumstances, we had still hoped for more customer-friendliness and communication.
