The room itself was comfortable and the location was good. We were also aware in advance that the hotel does not have a 24-hour reception and relies on a self check-in kiosk, which we were prepared for and had no issue with in principle.
However, our experience became extremely stressful when the kiosk was unable to recognise a valid booking. We arrived close to 10pm after delays on our high-speed rail journey. Despite having a confirmed reservation via Trip.com, the kiosk could not locate our booking — neither by surname nor by booking reference. We tried every possible option for over 45 minutes late at night, with no access to staff support.
With no alternative, we were forced to book and pay for an additional room on the spot just to have somewhere to sleep, leaving our original (already paid-for) room unused. By the time we finally checked in, all nearby restaurants were closed and we went without dinner.
The following morning, resolving this issue was equally frustrating. There was no reception until midday, meaning we had to wait around and lose a large part of our day. When we eventually spoke to the front desk, there was no apology or acknowledgement of the distress caused. Instead, responsibility was deflected onto the third-party booking platform, despite the fact that the kiosk is designed to work with either a booking number or a guest’s name.
Only after firmly explaining that the kiosk failure had forced us to spend nearly €100 on an extra night did the issue seem to register. While the additional night was eventually refunded, the lack of empathy and accountability left a lasting negative impression.
It’s a shame, as the hotel itself has potential. Unfortunately, due to how this situation was handled, I would not return or recommend this hotel to anyone arriving outside normal reception hours.
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