The check-in experience was very very bad!
But Ctrip customer service, the service is very, very good!
About the hotel:
1. We booked this hotel because it said it offered free airport pickup. I ended up waiting at the airport for an hour, in the hot summer, with three big suitcases and two kids (I can’t describe how I felt).
While I was waiting, I called the hotel and described my location in detail and accurately. The hotel staff was very cold and just told me to wait. In the end, I spent 33 euros on a taxi to the hotel. Later I learned that their airport drop-off service was provided by another company and not by their own hotel. This would explain why we couldn't get a car.
After arriving at the hotel, there was no apology for making me wait for 1 hour in vain! !
Instead, after understanding the situation, Ctrip customer service gave me 200 RMB in cash as compensation.
2. I came from South America, and the plug was not European standard, so I asked my daughter to borrow one from the hotel (the same thing happened to us in another hotel the day before, and they were very enthusiastic to lend it to me). But the hotel said they only sell it, not lend it, so I bought a plug for 7 Euros.
3. When cleaning the room, the hotel cleaning staff threw away a bag of things I left on the table in the room (food, water, new clothes, a small amount of Euro cash, etc.) as garbage! !
When I came back and found out, I went down to ask them, and they just said they would help me find it. I didn't feel embarrassed at all!
I later contacted Ctrip customer service, and they actively helped me negotiate with the hotel.
The final solution given by the hotel was to waive the breakfast fee (48 euros in total)
But this price cannot cover my direct losses!
Maybe they think I’m easy to bully because I’m a woman with two children and a foreigner!
4. I asked the waiter to change my towels when I was leaving. I stayed there for 2 nights, but when I left, they still hadn't changed them for me!
Finally, I would like to express my special thanks to Ctrip customer service for their help over the past few days. They were very attentive and empathetic. Afterwards, when they knew that I had suffered losses, they applied for compensation for me even though the hotel was unwilling to bear the responsibility!
In short, the hotel strongly recommends that you do not stay here, but Ctrip’s service is really good! Ctrip will definitely be the first choice for future travel! !
Original TextTranslation provided by Google
