Utente ospite
18 aprile 2022
I have found this hotel on TripAdvisor a couple of months ago, and reserved it through **********. The reservation was for end of April / beginning of May. I chose the option "pay at hotel" and ********** sent me an email saying that my booking was guarantied. Today, a week and a bit before check-in, I've received an email from the hotel saying the my credit card was rejected and I need to provide them with the details of another card. I saw the email only three hours after it was sent, as I am not connected to email 24/7. When I called the hotel the room was already given to another guest. I had to look for another hotel on TripAdvisor and fortunately found one (we're talking about the timeframe of May 1st which is a holiday). Paid again through ********** - needless to say the credit card worked ok (this time I chose the "pay on the spot" feature - better safe than sorry). I find the hotel's behavior totally unprofessional. First, I don't understand why the Hotel needs to check my credit card ten days before payment (********** guarantee my booking - I guess my card is kept on their records, and they know it works) . Second, as the hotel knows that it's a busy weekend, and finding an alternative will be hard for me, they could have contacted me by phone or say WhatsApp which work faster than email. And, if they chose to contact me by email, I think they should have given me more than just a few hours to respond. I would add to this that, when I called the hotel, the clerk at the front desk was unpleasant and blamed me for the entire turn of events. I spoke with him in perfect French, so there was no language issue. My guess is that in the meantime their prices have risen, and they had many guests on the waiting list, so preferred someone who would pay more. I would recommend to any traveler to avoid a hotel which treats customers that way,
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