Hotel Baron Club -one DAY Resort - Adults Only

My stay ended before it began. I had prepaid for VIP Room 312 for filming, but when I arrived another guest was in it, and their car was in the room's reserved parking spot. After repeated calls, I couldn't get a clear answer about compensation or the booking mix-up. They offered a later start or a different room, but neither worked with my plans and shoot preparations. I eventually canceled and got a cash refund in the parking lot, though the first amount they handed me was wrong and had to be corrected. I didn't trust how the booking and refund were being handled, so here's what happened and how the reservation was made, in case it's useful to other guests. On the day, I arrived around 17:00. At 17:10, the front desk told me the room was occupied until 21:00 and said my booking was supposed to run 21:00 to 14:00. I offered to show the confirmation email, which showed 17:00 to 12:00, and asked for compensation for the lost four hours as well as help with the parking problem. They directed me to another parking area and said they'd check with management and call back. At 18:00, with no call, I contacted them again. They still didn't address compensation and asked whether I could switch to a 21:00 start. I explained I had traveled from far away and had other plans. They offered another room until 21:00 at no extra cost, but I had filming preparations and couldn't use that option. When I again asked how they'd make up for the four hours, they said they'd check and call back. I tried the head office at 18:30, but it was outside business hours. I called the hotel again at 19:10. They said they'd tried to call, though I had no missed call recorded. When I asked about compensation, they said they couldn't give a discount, and didn't respond when I pointed out I was asking for a refund. After I said I couldn't reach the head office, they replied coldly, “I thought so.” They also wouldn't say who they were checking with. They repeated the offers to change the time or use another room, which we declined again. Instead of answering our questions, they said the previous guests had checked out and they'd start cleaning, then told us in a strong tone that it would “get later and later.” At 20:00, after talking it over with my companion, we decided to cancel. We asked for cancellation and a refund at 20:10. They said headquarters would handle it, but we didn't trust that and asked for the refund there. We said we would contact headquarters later; the hotel only said they'd check with their superiors. At 20:40, an employee came to the parking lot with cash in a clear bag. The amount was wrong, so we asked them to fix it. At 20:50, they returned with the correct amount. We checked it, accepted it, and left. There had been confusion throughout the booking too. First, I called to ask about the date and time, Room 312, and whether filming was allowed. They said it was available, room selection cost extra, and advance payment was required. On a second call to finalize, they again mentioned the room selection fee, so we put the booking on hold and checked the price with our companions. We then called about a difference between the room selection fee on the website and the amount quoted by phone. They said the website hadn't been updated after a price increase and apologized for giving incorrect information at first. After confirming the final amount, we changed the requested time from 21:00 to 14:00 the next day to 17:00 to 12:00 the next day and proceeded. Because communication had been uncertain, we decided to keep a record by email. I emailed to confirm the 17:00-12:00 booking and request bank transfer details. The reply said the booking application had been canceled, so I called to check. They said there had been a mismatch between the provisional booking and the system, that they'd correct it, and would email the payment details later. I received those details, paid in advance, then got payment confirmation and a booking completion email. I also called once more to confirm the final booking details. With so little clear explanation or timely response, I ultimately gave up on the stay. I hope this account helps anyone considering a booking.