Justyna
APPALLING
APPALLING SERVICE
Made an advance booking and added a note that I'm terribly scared of heights so would appreciate a bottom bunk bed. When checking in around 9am they advised they would not be able to honour the request. They gave me the key but the room was not ready until 12 and they asked me to store luggage in a separate facility. I have asked if they could approve cancellation and refund in that case and they said that they would but I need to contact the booking platform to get this through. I then was hanging on hold trying to get through to an agent who spent ages trying to get through to them and he then advised that it will take up to 4 days to complete the refund approval process and refund my money but also reassured me that since hotel verbally confirmed they would be happy to do so, I have nothing to worry about. That would about 11am (official check out deadline) so I returned to the hostel to hand in my key. The same lady at the counter then advised me that they will not approve my refund request because it's too late and 'i already took the key'
I do appreciate that it was a late cancellation and that they cannot guarantee if I get upper or bottom bed (although at this point I'm certain they haven't even tried to accommodate my request). What I do not appreciate is being lied to which led me to waste 2h of my short trip to Stockholm trying to change my booking.
Also, reception staffed only a few hours a day - no way to get a towel when checking in the eve
Made an advance booking and added a note that I'm terribly scared of heights so would appreciate a bottom bunk bed. When checking in around 9am they advised they would not be able to honour the request. They gave me the key but the room was not ready until 12 and they asked me to store luggage in a separate facility. I have asked if they could approve cancellation and refund in that case and they said that they would but I need to contact the booking platform to get this through. I then was hanging on hold trying to get through to an agent who spent ages trying to get through to them and he then advised that it will take up to 4 days to complete the refund approval process and refund my money but also reassured me that since hotel verbally confirmed they would be happy to do so, I have nothing to worry about. That would about 11am (official check out deadline) so I returned to the hostel to hand in my key. The same lady at the counter then advised me that they will not approve my refund request because it's too late and 'i already took the key'
I do appreciate that it was a late cancellation and that they cannot guarantee if I get upper or bottom bed (although at this point I'm certain they haven't even tried to accommodate my request). What I do not appreciate is being lied to which led me to waste 2h of my short trip to Stockholm trying to change my booking.
Also, reception staffed only a few hours a day - no way to get a towel when checking in the eve
