We booked a 3 night stay in a 2 bedroom suite. Prior to our arrival, the hotel staff were very helpful in booking arrival transportation and restaurant reservations. Unfortunately, the day before our departure, a family member was hospitalized and we had to cancel the entire trip. We canceled at the last moment and so we understood that we would have to pay the full cancelation fee of 12000 EUR - painful, but understandable given the hotel policy. I asked the reservation specialist if there was any way we could rebook the reservation in August. I could see on their website that they had availability and could have booked online, but I asked if the hotel would consider providing us with any sort of accommodation given that we spent 12000 EUR in cancelation fees - perhaps a discounted rate, or something small? They said they'd have to discuss it and would get back to me. I never heard back so I called again and spoke to the reservation manager, who also promised to get back to me. I didn't hear back, so I called again. The reservation manager was unavailable. I asked for the manager and he was unavailable as well and they said he would call me back. When I asked for his name, they refused to share it, which I found very strange. I didn’t hear back after a few days so I posted a draft of this review. Within moments, I received an email from the reservation manager, offering me 4 nights for the price of 3 on a 6K EUR per night suite, which was a good gesture. I replied asking a question about the reservation, and shared that my concerns about the service experience remained. I suggested that perhaps the general manager could call me to discuss it. That was the last I heard from the resort.
自動翻訳