We booked a room at Hotel Montovani and indicated on our booking that we would be arriving late. We have done this at many hotels and have been contacted about a pin number to get in (if one was needed). We arrived that Friday night and were locked out. In the end we were forced to find another hotel at a much higher rate in the middle of the night. The next morning when we went to the hotel we were told that a pin number was sent to our email. There was in fact an email which had gone directly to spam. The email asked for us to contact the hotel to confirm that we had received it. The hotel did not bother to follow up when they did not hear from us. They then refused to give us our first nights payment back. They said it was our fault for not checking our spam. The hotel could have tried to call us or could have contacted the company we booked through when they did not hear from us. I was absolutely shocked at the lack of customer service. Even the internet company we booked through emailed the hotel to help us get our money back and Hotel Montovani refused! Had the hotel followed through with their job this entire issue could have been avoided. Unfortunately, we were forced to stay in the hotel the second night as we could not find another hotel in the area that was not booked.
Other issues included:
-Occasional smells of sewage in the rooms and in the breakfast area
-Wifi that does not work
-Poor reception hours (when there was someone working the morning we stayed there was an alarm going off for well over an hour in an adjacent room and the man working did not bother to find out whose it was or if it could be stopped).
The ONLY positive of this hotel is that rooms are a good size for 5 people.
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- Also Known As:
- Montovani Hotel Bruges