A few years ago I stopped staying at this hotel because I was refused my room because they had overbooked. I was sent to another hotel, but when I arrived there it was also full! In the end, around midnight, my co-worker and I were obliged to share a room in a third hotel which was terrible and nowhere near our meeting the next morning. Hardly the ideal start to a business trip, suffice it to say. The thing that is so objectionable is that we had, on paper, a reservation backed by a credit card.
But the Arlequin is ideally located and has an excellent view for breakfast. This is why I decided to give them another chance last week when visiting with my parents. Upon arrival, they informed me that our rooms, already paid in full mind you, were no longer available and we would be shipped off to another location. At this point, I lost my cool and insisted in no uncertain terms that they find a solution -- which, surprisingly and promptly, they did: they put me in a higher-grade room that was free. But they also said that this meant that the next arrival would be bumped instead of me. Although I do feel sorry for that person, I also feel that hotels should not engage in these wanton practices in the first place. It is unfair to deny a room which has already been paid for. It feels like a scam to push people from popular to less-popular hotels.
Because of this, I subtracted two stars from my review of Arlequin. If one were assured that booking with Arlequin would actually mean staying at Arlequin, then I could warmly recommend this hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
First of all thank you for taking the time to share your opinion with us and my sincerest apologies for the circumstances you have experienced.
Any unavailability of accommodation is a wholly uncommon occurrence and our ranking and the vast number of positive reviews speak for themselves.
We do not ever willingly overbook and if it would happen due to unforeseen circumstances we do not book guests out to less-popular hotels as indicated in the review - it is as a hotelier our responsibility to seek alternative accommodation with a hotel of equal standard.
Once again my sincerest apologies for this unfortunate event.
Do not hesitate to contact me directly when making your next reservation as it will be my pleasure making sure you have an unforgettable stay.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.