Romanes
4.0A masterclass in blaming the guest for the hotel’s own mistakes
Piaciuto di piùThe room itself was fine (except that the water pressure was so weak that even rinsing a toothbrush took a while). But the front desk's core philosophy — the guest is always wrong, and basic service is a personal favour — is what you'll remember.
Da migliorareThe room's description explicitly stated that both the twin and the double options include a private bathroom with a bath and a shower. We were given a room with a shower only. Mistakes happen – what matters is how the front desk handles them. Here is how: The receptionist offered three different theories in a row. First: she said since we ticked "twin beds" on Booking, we could only have a shower. Stated so confidently that we went off to re-read the description (only to find we were right), and by the time we came back to make our case, a queue had formed at reception, moving painfully slow, though only one couple was being checked in. After we showed her the exact quote – "bathroom with a bath, a shower" – she switched to theory two: "a bath" doesn't mean a bathtub, it means the bathroom itself. So the hotel promises a bathroom with a bathroom. She delivered this as a long, confident lecture; when we tried to object, she got angry and demanded not to be interrupted – as if more talking could make it make sense. And then she switches to theory three: all rooms with bathtubs are "sold out". At 4:30 pm. To guests who arrived right after check-in opened. She leaves to consult her supervisor, keeps us waiting again – and a "sold out" room with a bath is suddenly found. But instead of an apology we get: the manager allowed it "even though we were wrong" – plus a reprimand, in a schoolteacher's tone, that next time we should request a bathtub in advance. Request an amenity that is already in the room description. The whole performance was about making the hotel's error our fault, and it took so long that we missed what we had come to the city to do. Check-out matched the style: the car park needs your room key to exit.