Looking forward to my first trip to Amsterdam with friends, one of whom I was sharing a room with. As this friend is male and I am female, and both in committed relationships with other people, a room with twin beds had been booked in advance.
After arriving at the hotel, wanting to relax before heading into city, we discovered that the room provided was nothing like it had been portrayed on the website by the booking provider. We could immediately see the room didn't meet our expectations or standards. The staircase that led to what could only be described as a dingy loft conversion were literally as steep as ladders. The decor was lifeless and furniture was a mishmash of tattered plywood cheap rubbish with a slight scent of damp in the air. On top of this it had a double bed!
Therefore we went to reception and informed them we had booked a twin room not a double. The Receptionist immediately went on the defensive and was very unprofessional and informed us the hotel was now full and had the audacity to tell us that there was a futon in the room for which we could use as a second bed which folded out on to the floor. We told him that we had not paid good money to sleep on the floor. The Receptionist had informed us there was nothing he could do, management had left and he was just "an employee" and he could do no more for us. We insisted he phoned a manager to help resolve the issue, the Receptionist reluctantly agreed.
We informed him that unless the issue was resolved, we would like a full refund and we would find alternate accommodation, as we did not want to pay for a service which was not being provided (a decent bed!!!)
The Manager informed the Receptionist that there was nothing he could do, and if we did check out we would have to pay the first nights accommodation fee as this was standard procedure. When the Receptionist relayed this information to us, whilst on the phone to the Manager, we asked to speak directly to him. The Manager point blank refused to speak with us!!
After arguing our case to the Receptionist we insisted he called the Manager back for a second attempt to put our case for a full refund to him. The second conversation with the so-called Manager resulted in an offer of another room in an alternative hotel. We agreed and the Receptionist was then left to give us the relevant details. It seemed by this time that the Receptionist had developed a negative attitude and become even less helpful and customer service skills were none existent. On top of being abrupt and dismissive, no offer of a taxi, public transport information or directions were made to get to the new hotel.
A disgraceful way to treated.
- Official Description (provided by the hotel):
- The hotel is housed in two 18th century buildings, this is one of the best shopping areas with an abundance of boutiques known as the '9 straatjes', which consists of nine streets that are situated between the canals Prinsengracht and Singel. The rooms are well equipped with modern facilities to make sure your stay is as comfortable as possible. The hotel is located next to ‘Leidsestraat’, one of the most popular shopping streets of Amsterdam, near to all Amsterdam’s highlights such as the Rijksmuseum, Van Gogh museum, Albert Cuyp Market, shops, bars, clubs and restaurants. The Kerkstraat is a quiet street, so you will be in the city centre of Amsterdam but still have a good night sleep. The hotel offers many services and facilities such as free wireless internet throughout the building, tickets to various museums and activities, a continental breakfast and free city maps. Our reception is open between 8:00- 24:00, and we will be happy to help you if you will need any additional services, facilities or information. The location is perfect to explore the city and our staff will make sure your stay in Amsterdam is one to remember. ... more less
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