4/10 Poor
John
Traveled with group
Jun 20, 2025
Disliked: Staff & service, room comfort
Customer is Always Wrong at this Hotel
I was part of a group of 4 male friends staying over in Verona for one evening. We booked 2 x Twins but when we checked in, we had been given 2 x Doubles instead which was unacceptable. On returning to reception & showing the receptionist my booking stating 2 x twin rooms, she insisted it was an Expedia problem & I was told there was nothing they could do as the cleaning staff had finished at 2PM!! She didn't even try to solve the problem. After 5-10 mins of arguing & telling her that I would cancel the bookings, she finally got on phone to a manager. It was agreed that the beds would be changed but not until after 8PM in the evening. I was hoping that was the end of the matter but upon returning late from evening meal. I was dismayed that the rooms hadn't been changed to twins. There were just 2 x single duvet covers (& no duvets). I complained again at reception and was told there was nothing they could do & I should complain to Expedia. In disgust, we went back to rooms & managed to re-arrange the furniture & separate the beds/mattresses somewhat. However, we ended up sleeping on loose sheets & empty single duvet covers - most uncomfortable.
The whole point of customer service is to try and solve customer problems and not just repeatedly argue it's not their fault. The two rooms cost €400+ and it's the worst customer experience I have ever had.
The one redeeming point was the morning receptionist who basically apologised for the whole sorry affair, but the damage was done
John
Stayed 1 night in Jun 2025