YourHouse S.Raffaele 2

I asked politely for some flexibility after an unexpected problem affected my plans, but didn't feel they were willing to accommodate me at all. I don't usually leave reviews, but felt I should share this. I understand they could say no to changing my dates or reducing the cancellation penalty, which was the full booking cost even though I asked several days ahead and the room might still have been booked. What bothered me was the lack of effort to show care for a customer's needs, whether or not they could actually make a change. Sometimes a little would be enough. I booked through Booking.com and was asking first to cancel without the penalty, then to move the booking to a date to be decided, then April 4th, then April 5th. The owner says I hadn't read the property's information or booking conditions, and that the last date change request came close to check-in. They also pointed out that my requested dates were just before Salone del Mobile in Milan, when rates are much higher than the March offer I had booked. The owner's response said they were available to help guests as far as their rules allowed, and suggested I read the conditions carefully and settle my dates in future. The tone of that reply says a lot. I hadn't attacked anyone or been aggressive or arrogant in my review or our communications. I'm sure everything is fine when there are no problems, but when something unforeseeable with ordinary care happened, I asked kindly and politely for help without expecting anything in return. They were entitled to refuse, just as I have the right to describe my experience. I ask that they respect that without personal attacks that feel aggressive and close to insulting. People who make hospitality their profession should show more empathy and willingness to help, even in small ways, when guests run into a problem. That doesn't mean a guest is negligent or “incompetent.” Sincerely. The staff.