Hôtel Latitude 21

My husband and I booked through Booking because the photos showed a room with large balcony doors and plenty of light. At reception, we were told we'd been given an “upgrade” to a slightly bigger room. But it had no balcony, only a tiny attic window, and was very dark. One of us is claustrophobic, so this wasn't an upgrade for us. We said we couldn't stay in that room and asked either for the room we'd booked or compensation so we could leave. The receptionist dismissed our concern and kept insisting it was an upgrade we should be happy with. He never apologized for the trouble or discomfort. We spent hours trying to explain our request, including during calls with the hotel director, who also refused to accept the issue or apologize. The receptionist then told me I should speak French because I was in France, even though he speaks English and I don't speak French. When I said I felt scammed and disrespected, he said he didn't want to speak with me and would only talk to my husband because I wasn't being kind. We contacted Booking to resolve it and waited several hours. The property offered no goodwill gesture or apology. After travelling 13 hours from Europe, this was a terrible welcome to Reunion and a disgrace for tourism on the island. I would never go back. P.S. I've seen how the property replies to bad reviews, blaming the client. Stay away if you want to enjoy your holiday. P.P.S. Thanks to the one employee, a waiter, who showed us humanity and compassion and helped us feel better after the shock of dealing with the receptionist and director.