I had booked with alpharooms.com
a junior - suite with kingsize bed and had already paid for my 2 nights. In my booking confirmation several month's ago there was also mentioned my late arrival.
When I checked into Austral Hotel at about 9 pm, I was sent to a room with two seperate beds, wifi not working as it was in a corner and for sure not the room I had booked. I went to the reception and they tried to find excuses why the Wifi did not work. Than I showed them my booking confirmation with a clear picture of a kingsize bed.
As there was a language problem, I had to speak with an English speaking manager over the phone in an other city. He told me that there is no other empty room and because I was late, my room was gone. What? My booking clearly gave instructions of late arrival and booking into a junior-suite, not a twin rm. He gave me the feeling that I, the customer, was wrong. I got very angry and upset when I talked to him, so I hung up. Than the lady receptionist spoke to someone on the phone, and, all of a sudden, they had an empty room, which looked exactly like the one from my confirmation letter. So how did I feel after they told me first, there is no empty room and my room was gone already and the wasted time??? Later they invited me for dinner on the house, but that did not heal the bad treatment as a customer. 😱💀
