I arrived in the Vittoria Hotel at 11:00 pm at night, as I had adviced I would through the travel agent and as stated in my confirmed reservation receipt, which I showed upon arrival for a quick identification of the reservation number (IRH).
I was told that the reservation had been canceled at a later time
because they seamed to have a problem with the credit card used in guaranty for payment, and that, moreover, they had no more available rooms even in case I would guaranty my payment with another card or even in cash.
The reservation was NOT cancelled/modiffied by myself and no problem at all had really occured with my credit card.
Moreover, I guarantied the same travel agent and that very day my payment for another reservation (IHR) , with exactly the same credit card, which expense limit was above 3.000 euros.
It comes rather obvious, instead, that the hotel had by no means
communicated such cancellation to either the travel agent nor myself, and it is evident that the room was sold out to someone else without any warning. They got the money on hand from the first one arriving, that was all.
We must keep in mind that the reservation was
formally confirmed and, nevertheless, if canceled at a later time (which is, however, not allowed once confirmed), I was
not at all advised to me nor the travel agent in order to gain a minimum reaction capability on my side so as to avoid finding myself without a room reservation in Milan nearly at midnight, which in fact happened.
Thus I found myself taking a taxi at 12 at night in Milan, towards a
hotel 2 kms away from the one I had chosen precisely because its location convenience, and furthermore, the new hotel they found for me was a 3 star hotel which didn't at all match my standards, let's say.
Bearing all this in mind, I believe that there is no possible doubt that Hotel Vittoria incurred in professional services misconduct and failure to comply with Reservation rules and standards
I was denied the possibility of rising a formal claim according to EU Council Directives.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We would like to thank you for letting us know your experience. Every single point of view increases our professionality.
We are very sorry for what happened. I can immagine it wasn't pleasent for you to come in the Hotel where you wished to stay and you have found out there were no reservation there for you.
We always put the client as first thing we have to care about.
What happend is that we recieved a reservation with an invalid credit card. What we have to do when this happens is to communicate right away to the agency the error and the agency should call the client for a new credit card or the agency itself can guarantee the reservation with its own credit card. Unfortunately, in your case, after we waited 4 days and after 5 different emails, we had no answer from your travel agency so the reservation has been automatically cancelled with a notification (by fax AND e-mail) to the travel agency. This is what happened. We do not want our clients to feel tricked, this is not who we are. It is 30 years that we constantly serve our numerous clients who choose us year after year.
I hope there will be a new opportunity for you to be our guest and, this time, you wont be disappointed.
If you still have doubts or for any further information I will be personally at your disposal.
Customers Satisfaction Dpt.
Hotel Vittoria Milano
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.