Misafir Kullanıcı
13 Şubat 2024
Upon arrival for check in, we were informed that there was no room available, this despite us having booked the room in advance (it was not a last minute booking). Was the hotel overbooked? No clarification was provided as to how an advanced booking resulted in no rooms.
We were then rerouted to Citadines Rochor. Upon check in at Citadines Rochor, we noticed that the welcome card in the room stated another guest’s name, which prompted us to wonder whether we were only able to secure a room because the intended guest did not check in.
Overall, it was an unsatisfactory experience as we were looking forward to the stay and were rerouted with no prior notice. There was no other hotel under the Ascott group that we could have opted to go to as well. We’d appreciate if there was more transparency towards how the hotel manages situations of overbooking/rerouting of guests, as well as any prioritisation of their check in process (do guests who booked through their website directly get first dibs over bookings made through third party platforms for eg).
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