Myself, my sister and 2 friends just checked out from this hotel 3 hours ago. We booked a quad room for 3 nights. On our 2nd day, i woke up at 6am to take a shower. Halfway through i realised that the water had difficulties flowing into the drain and when i finished and open the door i found that the water had flowed out to the bathroom and when i opened the bathroom door i saw that the water also flowed out to the bedroom floor which is made of wood. I called the reception to report and told them to send someone to the room to wipe the floor. Five minutes later, someone came to see the room. Then he went off to get 4 towels for us to put on the floor first and said he would send a porter later. An hour later we went out and my 2 friends came back in the afternoon and was told by the reception that we need to bear some responsibilities for the damages of the wooden floor in the room. My friends then told us and we went to speak to the receptionist. The one who spoke to my friends had gone back and we asked her if she knows anything about what the earlier receptionist told my friends. She said she did hear from the first receptionist. I then asked her about what the first receptionist said that we might need to bear some responsibilities for the damages. She said yes we will be charged 100 euros for the damages .
I was angry and i demand to speak to a manager but she said it's a weekend and the manager wasn' around. She told us to write to the director . I asked her to call the manager but she said she didn't know the number. I said it is unfair to simply charge the guest when it wasn't our fault and we didn't do anything at all. She said she's busy and she didn't know anything. She said all we can do is write in to the director and if we dun go back to our room immediately she would call the police. The fat lady at the receptionist was extremely rude.
I wrote to the director immediately but there was no reply. On the 3rd day, i asked another receptionist if the manager will be in. He gave us a name, Tony Lombardi and said the manager will only be in on Monday morning.
Last night we saw the fat receptionist and we asked her if there is any reply from the director and she told us that tomorrow morning someone will be here to handle our issue. This morning when we wanted to check out no one was there. We asked her and she said the manager wasn't in and she showed us the bill. She said they had checked properly and the damages if more than that. We were charged 250 euros instead of 100. We were really mad. How can we pay for something when we didn't do anything wrong or purposely causing the damages? The hotel sure admit that they have a bad drainage system and when we requested.for someone to mop the floor no one came. The fat receptionist told us we have to pay that amount or she would call the police. Are we criminals? We were accused and forced to pay. No one bothered to speak to us. There is no manager in charge to handle the matter professionally, only a rude receptionist. We were not given any choice, we were accused and forced to pay any amount stated on the bill. This is even worse than the Italian mafia. We were not treated like guests instead were were treated like criminals.
For those who wrote good reviews i'm sure nothing happened during their stay but if something happens maybe the shower head broke or the hair dryer stops working, i'm sure you will be treated like us.
I'm a frequent traveller and i have stayed in many many hotels all over the world. I've never encountered this problem with any hotels anywhere . Not one hotel can just simply accused their guest because of their own fault and forced their guest to bear the cost.
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- Also Known As:
- Universo Hotel Florence