Property: 5 |
Cleaning: 7 |
Host: 5 |
Location: 6 |
Price/Quality: 5
| Breakfast: 3
First off they said they couldn't find our reservation, despite my name clearly coming up on the computer screen. They blamed the app for the error! They said they were full and would try another hotel for us! No vacancies there. So they said you can have a room, the other people are not here yet!! Having been driving all day all we wanted was to relax. They gave us a family room rather than the double we had booked. The hotel was nothing like the pictures! Total disappointment. Breakfast was poor quality, even the coffee!!!
stayed from 05/23/2025 to 05/24/2025
The answer from the host:
Dear Catherine,
Thank you for taking the time to share your experience, although we’re truly sorry to hear that it didn’t meet your expectations.
We would, however, like to clarify a few points. At the time of your arrival, our front desk staff was new, and there may have been some initial confusion in handling your reservation — for this, we sincerely apologize. That said, your booking was indeed present in our system, and a room was promptly assigned to you.
Moreover, we’d like to point out that you were given a quadruple room — much more spacious than the double room you had originally booked — and in a higher category, at no additional cost. We did this to ensure your comfort, despite the initial misunderstanding. For this reason, we are surprised to read such harsh comments, which seem to overlook this effort.
Regarding breakfast, we offer a daily selection that includes homemade cakes, fresh croissants, bread, fruit, yogurt, cold cuts, and cheeses — aiming to provide a variety of both sweet and savory options. We’re sorry it didn’t meet your tastes, but we want to emphasize the care we put into providing fresh and quality products.
We always welcome constructive criticism, but it saddens us to read such a negative review, especially considering the efforts made to accommodate you under the circumstances.
Best regards,
Daniela, Hotel Ai Tufi***.