We booked a room in this hotel in Annecy via *******, and the listing clearly stated that the room had air conditioning. Upon arrival at 11:30 PM (as previously agreed), we found out that there was no air conditioning at all, despite it being explicitly mentioned in the booking. We messaged the receptionist, who admitted in writing that our room did not have A/C, and blamed us, saying we “didn’t book properly.” This was completely unacceptable, especially considering we had a screenshot of the booking that clearly included air conditioning. We contacted ******* support, and they confirmed the room was supposed to have A/C. Yet the hotel refused to provide any refund or alternative solution. Earlier that day, we had informed the hotel we would arrive around 10:30 PM. The receptionist simply replied asking us to message him 30 minutes before arrival – which we did. However, when we arrived, he complained about our late check-in, even though we followed his exact instructions. I never had a problem like that in any hotel or AirBnB I stayed in in my entire life. This was a deeply disappointing experience: false advertising, unprofessional attitude, and zero customer care. Not recommended for anyone who expects transparency, reliability, or basic respect as a guest. We will continue to ask for a refund via the best Consumer Rights channels available.
