Hotel a Pauwela

"I normally don’t give very bad reviews, but I must share that we were very disappointed about our experience. For some reason, we have not received the check-in instructions upfront, because the owner said that his emails were sent but not reaching my address and he was not able to contact me. On the other hand, the messages via the app were working perfectly. So I don’t understand why it was not possible to share the check-in instructions via the app. So we were not able to enter the property within the due time: we have passed over 1.5 hours over the phone with Hotels.com and managed to contact the owner. Still we managed to receive the check-in instructions via Hotels.com personnel only almost 3 hours after the agreed check-in, waiting in the street in the car. After long exchanges we had an argument with the owner as we reported that we were not satisfied with the service and wanted our money back: we both threatened to go to legal and then the owner escalated to Hotels.com to kick us out of the property. Therefore we were not able to enter the property, as we were left there on the street the same day and we had to search for another accommodation. Luckily we were able to get the full amount back from Hotels.com, because the owner did not intend to reimburse us. By far the worst experience I have ever had. Also, from the outside the facility doesn’t look that safe to me, because of the atmosphere in the area. Very bad experience unfortunately."

"Abbiamo alloggiato per tre giorni in questa struttura e per tutta la durata del soggiorno non è mai stata pulita la stanza e cambiato la biancheria. Alla reception si sono rimpallati le responsabilità, infine hanno lasciato a noi l’onere di contattare il manager telefonicamente che ha riconosciuto l’errore e gentilmente ci ha concesso un late check out. "