We reserved a room at this hotel back in June and then we canceled our reservation 7 days prior to our stay. Their cancellation policy states that you must cancel via email at least 48 hours prior to the day of check-in, so per their policy, we sent them an email with our booking reference number to let them know we had to cancel.
Nevertheless, the hotel still charged us for a no show. When I contacted the hotel, they were not helpful at resolving this issue. I sent them proof of the timely cancellation email and although they agreed that the email was legitimate and that I had canceled in time, they said it was still not their fault since they didn't see the email.
Their best offer at resolving this situation was to refund me 50% of the fee they charged. They said that fault lay partially with them and partially with me.
Since I was not happy, at that point I got my credit card company involved and this hotel told American Express that they had ALREADY refunded me 50% of the fee, which was completely untrue. I had to provide proof to American Express to show that the hotel never sent me any type of refund.
So just a heads up, their customer service is poor and not on par with other comparable hotels.
- Official Description (provided by the hotel):
- Hotel Ilaria and the Residenza dell'Alba are situated in the center of Lucca, within the renaissance walls. Approaching to a medieval door and overlooking on a secular park, under a majestic plane tree, you will enjoy a spectacular architectonic scenery. Our hotel residenza dell'alba are the ideal place for a moment of charme or for a business meeting in a space of light and green designed by the history. ... more less
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- Also Known As:
- Ilaria Hotel Lucca