On the night of my check-in, the hotel assigned my booked W Residence room to another guest. When I checked in, I was assigned a W Hotel room booked by that same guest. During Easter, the room rate difference was about €200 per night, and the corresponding room category and the halfboard meals I booked were missing. The breakfast information, including the names and number of guests, was incorrect. We only discovered the problem when we went to the restaurant and they said they had no record of us. Several staff members at the hotel front desk were extremely friendly, with their motto being "whenever, whatever" (any request is welcome). However, when problems actually arose, their approach was completely different. During our meal, a man in charge (whose name I later learned was Diogo—I hope you don't encounter him) approached us and asked if we needed to change rooms. We considered it, as we had a child with us and had already stayed one night, and said we didn't need a change. At the time, he didn't explain the real reason for not changing rooms, such as whether there would be a refund of the price difference or any compensation. Since we were having dinner and didn't pursue the matter at the table, at one of their supposedly upscale restaurants (the details of the complaint will be provided later), I felt things hadn't been clearly explained and handled properly. So, after dinner, I went to the front desk to express my wishes: I didn't need to change rooms, but I still wanted a refund for the price difference. Staying in different room types and using different points didn't matter to me. They said they could communicate through my booking platform and told me not to worry, everything would be taken care of (again, from Diogo!). At the same time, I started communicating with Ctrip's customer service, and Ctrip also began exchanging emails with the hotel. From Ctrip's relay, it seemed that W (Diogo's superior, Yohann) didn't accept my request for a refund because I had already agreed not to change rooms (meaning I had waived any form of compensation). They completely ignored my multiple personal requests to several of their staff to follow up on the refund issue. Their attitude was one of "I won't suffer any loss, I won't apologize." Several dedicated Ctrip customer service representatives kept tracking the progress, but after about four days, there was still no conclusion. I was very satisfied with Ctrip throughout this process, as they actively communicated. On one hand, there were customers who didn't want to be taken advantage of, and on the other hand, there was their partner, **Shine**. Unfortunately, they stubbornly refused to admit their mistakes. Ultimately, Ctrip offered to refund me 300 euros, which I agreed to, as I was too lazy to argue further. The entire process is documented with audio recordings and email records. Conclusion: The W Hotel's staff and management were incredibly incompetent, and the kind of incompetence that raises serious character issues. They lied to your face, looking you in the eye! It's better not to stay there. On the day we left, hundreds of Jewish people arrived and booked the entire hotel. As a result, the other bar we planned to try on our halfboard closed without any prior notice, even though we had made a reservation with the front desk. Ultimately, we ate at the same restaurant throughout our stay. The menu was fixed, consisting of about 5-6 main courses, and we tried them all during our three-day stay. It was quite frustrating. Their halfboard only included one extra meal; there were no additional drinks or afternoon tea, and they stated that it was "subject to restaurant availability." Be sure to read the instructions carefully! In other words, whether you get lunch or dinner, and where you eat it, is basically not up to you! Everything else is fine, the price is what it is, but I had a bad experience with the vendors, so this serves as a warning to others.
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