4/10 Scarso
Luca
Viaggio con la famiglia
28 gen 2026
Mi è piaciuto: Pulizia
Non mi è piaciuto: Personale e servizio e servizi
Hotel ok (used in the past) but: Very BAD EXPERIENCE, complaint regarding a booking issue that resulted from a technical malfunction in the mobile appl, as well as a subsequent series of inadequate support.
I have been travelling internationally for more than 25 years, for both business and leisure, using multiple booking platforms and service channels. I have never encountered a situation in which support was as uncoordinated, ineffective, and time‑consuming as the one related to this reservation.
Immediately after completing my booking, I realized that the payment method displayed in the confirmation did not correspond to the one I had selected in the app. I promptly contacted your support team to request a correction of the payment method, which was clearly the consequence of a technical issue during the reservation process. At no point did I request a cancellation. Nevertheless, your support representatives proposed cancellation as the “quickest solution” and advised me to rebook through the website instead of the app.
Throughout the course of this incident, I was assisted by multiple agents, each opening separate cases and providing inconsistent or repetitive guidance.Additionally, while your team informed me that they were unable to reach the hotel, the hotel’s reception confirmed that they had not received any communication from your organization.This case severely impacted my trust in your ability to provide reliable support timely assistance is essential for travel
Luca
Soggiorno di 1 notte a gennaio 2026