4/10 Poor
Julie
Travelled with family
26 Aug 2024
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, amenities
The hotel is old, beautiful and charming. It is right on the canal and in a perfect location to be able to walk to all major sights. There is parking in the back, which although is for a fee, is incredibly convenient. The rooms are beautiful and bed is very comfortable.
I am incredibly disappointed in our experience however. I booked two rooms and asked that the smaller room have the beds set up as twins versus a king for our kids. They told me it was a 50euro fee, despite the fact that the room was advertised as either a twin or a king. I agreed to pay the fee. When we arrived, they had made the canal view room into the twin room. When i told them that was reversed and showed them my reservation they just said - well this is what our system says and we can’t fix it until tomorrow for another fee. I was visibly upset as the canal view room was very expensive and now had to wait another night to stay in the room which was something i went out of my way to book. They could have cared less and made it seem like i was to be punished for using hotels.com to make the reservation.
One morning we grabbed food and were eating at outside tables on the property, which for the three nights we had been there had never had a single guest sitting at them. A staff member came out to tell us we could only sit there if we were ordering from the restaurant. We were paying $800 a night for rooms and there is nowhere else to sit - no lobby. I have never felt less wanted at a luxury hotel before
Julie
Stayed 3 nights in Aug 2024
