6/10 Okay
Anders Hal
Jul 27, 2024
Disliked: Communication
Great apartment, poor management
We had a great stay in apartment number five, but our checkin process with the front desk at Crystal Hotel was horrible.
Everything up to the payment was great, but then it turned to a complete mess. With no information at all, I was presented with a much higher bill than the Hotels.com confirmation. We do not use euros and I had to do a quick calculation in my head to notice the difference, which was significant.
The front desk told us they had gotten new IT and he had to call his manager who could explain the higher bill. The manager eventually came and could explain we were more people than the apartment could accommodate and therefore we had been moved to another apartment.
I got annoyed at this point, mainly because 1) we were asked to pay for the more expensive apartment and was not informed about the change (I discovered the price difference). And 2) we had a confirmation for Hotels.com for the apartment booked with our correct ages and number of people.
The manager refused that their new IT had anything to do with the problem, and firmly hold the position that Hotels.com were their partner and Hotels.com were our partner. The fact the Amadeus == Hotels.com was not sticking with her.
We asked to have a baby cot for our two year old and she refused. Said it was illegal in Austria to put 2 year olds in baby cots. Not correct if you ask me!
She refused to corporate and could not see this booking error from the setup in hotels.com had anything to do with them.
Anders Hal
Stayed 3 nights in Jul 2024