Hotel VIC

I called the hotel on 04.03 at 00:36 to ask about an early check-in while preparing for a birthday celebration. I was explicitly told there would be no problem and that I’d receive confirmation. At 10:20 that morning, I called again and spoke with a female staff member to confirm whether I could check in at 12:00. She clearly said a room was available and there shouldn’t be any issues. But when I arrived at 11:53, seven minutes before 12:00, they refused to check me in, saying there were supposedly no rooms available. When I asked what could be done, I was told nothing. I also asked why I’d been assured earlier, and was told the employee who gave me that information was “not competent” in these matters. I was left without a solution after relying on what the staff had told me. It was extremely distressing and humiliating, and I ended up panicking and in tears. The administration only asked routinely whether they could help further, without offering any practical solution. This level of service is unacceptable. The lack of professionalism directly caused the situation. I’m requesting that my reservation be cancelled immediately, with no penalties, and that I receive confirmation. I also expect the matter to be reviewed internally so this doesn’t happen to others.