Wundermar

My mother was so upset when we arrived that she became emotional, so I moved her to another hotel straight away. I'd booked this place for my 58-year-old mother because of the photos and strong review score, but the stay was nothing like we'd expected. The street was noisy and untidy, near the beach, and in the evening there were unfamiliar people hanging around the entrance. It made the area feel unsafe. The room had the amenities listed, but they were all old and worn, including the air conditioner, kitchen area, and bed. The window was cracked, and inside there was an unpleasant damp, mildew smell. Although it's rated four stars, the actual standard felt much more like a two-star guesthouse. We arrived late, and had been told in advance that no reception staff would be there. Once we saw the condition of the place, there was nobody to turn to. The next day I contacted the manager and explained what had happened. Even though the booking was non-refundable, I asked if she might keep payment for one or two nights and refund the rest as a goodwill gesture. I wasn't asking for a full refund, just some understanding. She categorically declined, without trying to resolve the issue or offer a compromise. I found that extremely unhelpful and not good customer service. I really appreciate Booking.com stepping in. As a frequent traveler and loyal customer, I received partial compensation from their support team, who were professional and considerate. I'm sharing my honest experience to inform other travelers. The property didn't meet the advertised standards or comfort level, so please keep that in mind when booking.