We went for a long weekend and we have booked, based on description and photos from their web site, a luxury room. The so called “luxury” rooms are described as more spacious than the standard rooms, are suitable for 3 adults or two adults plus two children (by adding extra beds), the picture of the room shows a nice modern style room, a bit better/nicer than what they advertise as “standard modern” room. Obviously the price is higher as well.
When we opened the door of the room, we were shocked by we were seeing! The room was a small, no extra space as advertised, it was furnished just like their standard “rustic” rooms are shown in the picture on their web site. In fact, it matched exactly the so called “standard rustic” room. The only difference between that room and the pictures of “standard rustic” rooms was that instead of a shower there was a bathtub. The tub was so narrow that was almost unusable and beside that there was a shelf instated just above the tube, making the usable space even less. There was no glass wall or at least a shower curtain protecting the bathroom being flooded during a shower. The quality of everything in the room was below expectation, was not modern, not rustic, was just simply undemanding. Let the attached pictures talk…
The attitude of the hotel was even more disappointing! They confirmed the reservation of “luxury” room, they did not mention that the room will not be even comparable with the one on the picture and description. After getting this room, we have kindly asked the reception to get a proper room. The receptionist told that we got exactly what we have reserved: a luxury room. He also told us that he is not entitled to accept and resolve this type of complains but next morning the director will be there and we can make the complain to him. Next day, all day we were expecting to meet the director and explain him the situation but he did not show up. In the evening we got a letter explaining that we got exactly what we have reserved and there is no hotel where the pictures of the rooms do exactly match the actual rooms. The style could be different but because is that it has a bathtub instead a shower it is a luxury room! It is also true that exceptionally, as compensation for the inconvenience, he offered that we could pay the room as a standard room not as luxury room.