Me and two girlfriends arrived Friday midday and were shown to our beautiful room/apartment on the top floor of the building. We were so happy with it and felt we'd really struck gold.
We left all our stuff there and went out. We got back at around 3am ( we WERE in Amsterdam) only to find that the key to our door didn't work. Naturally, paying £160 a night, we decided we didn't want to sleep on the stairs and so called the hotel owners. Here is where the trouble started. The lady was so incredibly rude to us at first stating "it was not possible" and then attempting to end the conversation with "well I'm sorry we're asleep". Eventually she sent her husband round who was equally rude. Now I understand that it's annoying to get woken up at 3am, but I'm sorry, were paying for this hotel room, the ONE function we require of it is for the door to open to let us in, and when that doesn't happen as the owner you must expect to be contacted to fix the problem, whatever the time. So on finding that it was in fact possible and the door was indeed not working, the husband did cheer up a bit and was apologetic. He showed the three of us to a double room with a big bed that the three of us could sleep in, which was fine.
The next day he had to cut a hole in the door to get in which meant our room was unsecured for a couple of hours while he got something to block the hole. Again, fine, we understood and were grateful that he admitted he didn't know what had happened and told us he was sorry for the inconvenience. He was very pleasant at the point and we genuinely had forgotten the whole incident by the next day.
3 wonderful days passed in our lovely apartment and then it was time to leave.
When we came to pay we were charged full price. As it was an employee we hadn't yet encountered we thought maybe he wasn't aware if the situation so we asked him to call the owner, the lady, to apply our discount. However, when he called she said that we had broken the door and would therefore have to pay for the repairs and by being charged full price that should cover it. We were horrified!! If closing the door is breaking it then yes, we broke it, but clearly, and in fact by her own husbands admission, we had NOT broken the door and she was being completely unreasonable. We saw that we were not going to get any money off. So even though we had paid for an apartment and got an hour long wait on the stairs and ended up in a double room without a window, which I personally think any self respecting hotel owner would have wavered the price of the first night for, we had to pay full price to cover the cost of fixing a door that we did not break.
We were so happy with the room when we first got there, and enthusiastically talked about bringing our boyfriends back to stay in the New York apartment and recommending the place to all our friends, but I'm afraid after this incident I won't be recommending the place to anyone which is a real shame and a bit of a downer on a fantastic long weekend.