Very bad. The hotel is using a fraudulent scheme:
1) They rent out rooms at high prices (in our case, around €500 for three nights without breakfast, not in the city center, while marketing themselves as a 4-star hotel) that aren't worth it (in reality, they're vermin-infested dens with no air conditioning, and we didn't even check the plumbing, sewerage, etc.).
2) People arrive tired with children and without the option to cancel their reservations free of charge. I'd like to point out that there isn't a single chair in the lobby where they can sit down and resolve this issue.
3) They offer deliberately unfavorable cancellation terms or provoke a stressful discussion.
4) People lose money to avoid ruining their vacation and that of their families, while the hotel profits unfairly by not providing the actual services.
Just look at other guests' reviews (check various sources) mentioning insects, poor service, non-refunds, no air conditioning, no housekeeping, theft, etc.).
Let's recap:
- On May 6th, after 4:00 PM, we arrived at the hotel for check-in. We were assigned room 110 (1st floor).
- Upon entering the room, we discovered insects (a large bug was hanging right on the curtain, then fell behind the sofa, buzzing loudly). There were no mosquito nets or air conditioning on the windows. Since it was the first floor, it's logical that all the insects had crawled/flown into the room, and the window couldn't be closed because it was so stuffy. The room category wasn't a "superior room." The window overlooked a ventilation pipe and a wall. My daughter has an insect phobia, so we immediately left the room and went to the front desk to resolve the issue. We asked to be moved to a room on a higher floor or with mosquito nets. This was impossible.
We then asked for a refund (free cancellation was impossible since it was already check-in time).
The receptionist offered us 25% of the total cost (3 nights). Considering the room we were assigned had significant defects through no fault of our own, we declined. The receptionist said that such decisions are made by the hotel manager, and we asked to speak with him. He called the hotel manager (a female voice) from his phone and handed us the phone. We explained the problem. They were rude and refused to refund our money. We then offered an alternative: we would not check into the hotel, would not leave a real review, would deduct one night's stay, and the hotel would refund us for two nights. The manager immediately agreed and asked to speak with the receptionist. The administrator said our reservation had already been cancelled, we didn't need to do anything, and the money would be refunded via Trip.com within 2-3 days.
Finally, we reported the situation to Trip.com and waited for a refund. Trip.com requested confirmation of our arrangements from the hotel for the refund.
The hotel didn't deny anything, but also didn't confirm our arrangements.
We haven't received a refund. We haven't received a refund of about 500 euros.
The hotel deceived us several times, which demonstrates its extremely dishonest policies:
1) when they provided us with a room that didn't match the stated category and had serious defects.
2) when they said they would cancel the reservation and we didn't need to do anything.
3) when they remained silent and didn't confirm our arrangements.
We don't recommend this hotel; it's very old and uncomfortable, with dark hallways, an ancient elevator, dirty everything, and insects. The hotel management is dishonest.
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