To set the record straight, I have not stayed in this hotel. I had cancelled my reservation even before my trip. I felt uncomfortable with the way they work.
I made a reservation via booking.com. I opted for a cancellation option in case I want to make amendments due to some personal matters. I have always booked hotel via booking.com. To my understanding hotels will only charge upon arrival unless it is specifically mentioned by them. I have never been charged before. But none was mentioned by this hotel. I got a charge to my credit card for 3 night stay at EUR243. I felt very uncomfortable, so I cancelled the booking within the cancellation window on 16 April. Call me paranoid but if it were in form of a voucher like in Agoda, I would fully accept. It wasn’t what I signed up for so any form of charges before I arrive to me is an unauthorised use of my credit card.
10 days later, no refund...nothing.... and they were so quick in charging my card? I emailed the hotel... no response. Eventually I emailed booking.com customer service and let them deal with the hotel with all my bank statement proofs on 30 April. After lots of email exchange, refund finally came on 20 May (around 1.5 months after my cancellation? Come on it can’t be that long to reverse a transaction? I made online purchase all over the places before... refund came in a week at most). And I lost EUR20 on EUR243 charges due to “exchange rate difference” or whatever reason... Well I work with exchange rate daily and I don’t think the exchange difference can be that much. Even if it does, the hotel should NOT have charged me in the first place. I complained to booking.com again but haven’t heard from them yet. EUR20 is not a big amount so I wanted to let it over already but I was so annoyed by the unauthorised charge to my card, the long time they took to refund me (and not even a complete refund), and the fact that they ignored my email and I had to contact booking.com to resolve. Unacceptable!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.