Guest User
February 16, 2025
I would like to express my deep disappointment regarding the poor handling of my reservation made through this hotel’s website, as well as the unacceptable behavior I received from the support staff. I made a reservation on the property’s official website. I then attempted to access the reservation section to check the cancellation date, and to my surprise, the system automatically cancelled my reservation, charging me a penalty. Immediately after seeing the error, I contacted customer service to request that the reservation be reactivated or, at the very least, modified. I was informed that the system was malfunctioning. I then called back a few minutes later and an operator informed me that she could not resolve the issue and that I should call back the next day to resolve the issue with the manager or the owner. The next day, I called the support number again, but the owner categorically refused to cancel the penalty or reinstate my reservation, even though it was their system error. In fact, in addition to not providing me with any solution, he treated me rudely, hanging up on me and even threatening me. This behavior is absolutely unacceptable and does not comply with the standards of professional customer service. Therefore, I ask for a refund of the penalty charged in error and the reactivation of my reservation. I reserve the right to take further legal action if I do not receive a satisfactory response. I await your prompt response. Best regards,
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