2/10 Poor
14 October 2017
Bait & Switch
I booked 3 double bed rooms for 3 couples. When we arrived we were directed to a different building which looked like a convent. It looked nothing like the photographs on the website. I went back down and questioned the man at the desk and was told that there was trouble with the water lines. We were unable to get the air conditioner to turn on. I went back down and asked for the remote control and was told that the unit comes on automatically at 20:00. I asked about a discount and was told that we would receive a discount because of the change in rooms. After we had dinner, the AC was still not working. There were a number of other problems with the room including a shower head that wouldn't stay in the bracket (which was loose and rotated so that the water sprayed sideways). My brother's room was missing the toilet seat, our bed had only mismatched sheets and lumpy pillows. All the other accommodations on our trip were fabulous. While we were out for dinner we discovered that it was the festival of Santa Rosalia, patron saint of Palermo. Suspecting they had overbooked rooms, when we checked out on Sunday morning I asked to see the 3 rooms that were unavailable due to the water pipes. I was told that they didn't have the keys. I told them that I believed that if I was able to go to the rooms I would find people still asleep. The manager offered a refund, would credit my card and only charge €30 per room & call my phone to confirm. That was 13 days ago and still no refund.
Gina
Gina, 1-night family trip
Verified Hotels.com guest review
