Hotel Friuli

My parents had a confirmed booking here for the New Year holiday period, and they'd stayed at the hotel many times before. Shortly before the trip, I became seriously ill with pneumonia and severe complications, and had to be hospitalized urgently. I needed oxygen support, so my parents stayed with me to care for me during that critical time. We understood it was high season and didn't ask for a refund. We only asked to move the booking to another date, and sent all the proof we could, including official hospital documents and photos of me in hospital with an oxygen mask. The hotel still refused any flexibility or alternative. We're from Ukraine, which is going through extremely difficult times, and had hoped for at least some empathy and understanding. This showed a complete lack of customer care and compassion. In a family emergency like this, a responsible hotel should be able to offer some option, whether a date change, credit, or another compromise. Instead, they simply refused. I hope management will reconsider how they treat loyal guests facing exceptional circumstances. We were very disappointed.