River

The breakfast was one of the poorest I've ever had, and the way the hotel handled our booking was just as disappointing. I booked a family suite because the photos showed a jacuzzi. After the hotel thanked me for the reservation, I asked whether it worked, and they confirmed it was fully operational. Then, the day before check-in, after my money had been taken and cancellation was no longer possible, they called and messaged to ask if we'd switch to a standard room so they could give the family superior room to a family, since we were only two people. I said I would consider changing only if the new room had the same things I'd paid for, including the jacuzzi. That's when they told me my room had no jacuzzi, even though they'd confirmed it two weeks earlier. At the hotel, they first claimed they couldn't see my initial message, which doesn't make sense when they'd replied to the booking and later contacted me about changing rooms. Then they blamed Booking, saying the site's photos had been mixed up and showed a jacuzzi for the family superior and king suite. When we said we'd complain to Booking, they said it was our fault for not reading the room details. I rely more on the pictures, but with a hotel that misleads people in its photos, I don't know why its written details should be trusted either. They said they couldn't help and blamed Booking for an error they claimed had appeared two days earlier and was being fixed. I booked two weeks before, so that explanation didn't fit. It felt like a string of lies from unprofessional people blaming others for their own mistakes. At 9 a.m. the day before we arrived, they sent a Booking message offering other arrangements to discuss. But when I got to reception, all I heard was excuses and blame, with no alternative arrangements. I might have chosen another hotel or another room there if I'd been given the chance, but they only started trying to fix things when it was too late. I DID NOT GET WHAT I PAID FOR! Avoid this UNPROFESSIONAL hotel.