As I mentioned at the post “reserving”, we went to this Spa with a sale I found on internet. You should do the reserve before March 18th. I did it by phone on March 16th. and the total price per room, including taxes, was 278,20.
My friend has done the check out of her room around an hour before me.
When I made the check out with Curro, there were several people and we heard some of them complaining due the bills. Actually I haven´t pay attention to them, but Curro says usually the problem was due the bills.
Once it was our turn, it was wondering for me the total of the bill because even taking into account that you should pay the robe, sandals and the bathing cap as extra, any way the bill was more expensive of what I thought it should be. I asked the person that attended me to please explain me the reason of that and then I released the price per person of the room was 165 Euros instead of the 130 of the sale. I insisted to him this wasn´t the price so she showed me the papers they have of that sale and there it was 155 Euros per night instead of 130. I had nothing to probe that the price of my reserve was 130 so I had to accept to pay that.
Once out of there I asked my friend about the price she had pay, and actually they had charged just 130 Euros per night to her. I asked her to please leave me the bill for complaining. We were already far away from the Spa, no point to go back to complaining.
On the next Tuesday I had call and tried to explain the situation to a lady of the reception desk. She talked to me in a way that made me feel stupid. She insisted that the price that they had applied to me was the right one, I explained again to her it was a sale price for people doing the reserve before March 18th., she replied that then the mistake was what they charged to my friend because not ever in their story they had that low prices for Eastern time and that it was better to leave it like that because if I insist complaining what she should do would be to charge me the difference of what my friend pay less!!!!! (!!!???). Of course I was quite surprised and feeling powerless, having her still at the pone I searched again the sale banner at their web but I didn´t found it. So, at last I just told her that it would be a good idea if they include as a polite to send a mail confirming the rates, she replied they do but just if the client requires it.
Feeling so upset with the situation, I searched in Google, in Spanish “Eastern sale Termas Pallares” and… voila! There it was! At their blog, the banner with the price I made the reserve. So, I called again. This time the one that attended me was Eva, I told her that just few minutes ago I had been talking with a colleague of her and if it would be possible to talk to her again. Eva told me the other girl wasn´t there so I had to explain the whole situation again, adding that I had found at their blog the banner of the sale… and… Eva turned cocky with me! She told me so cocky, I insist, that those situations should be claimed at the reception desk when you do the check out, not once you aren´t there, otherwise a lot of people would claim a better rate because they found out an offer on internet after being at the hotel. I had to insist her 3 times to please stop and listen to me and once I told her that the one that have done the reserve for both rooms was me and that to my friend they charged the right price but not to me, then she controlled her tone and finally she accepted to give the extra money back to me. Not even once she said the magic word “apologize” or any other alike.
Finally I received the money back in my account on April 14th. but I had sent another mail before asking about it again.
MORAL: always ask for a writen confirmation and take it with you.
Defenetely this kind of “small” details are the ones that can spoil your experience in a place like that at all. Well, anyone can do a mistake (or 3… or 10… or 100…) but at least to tell “sorry!” Instead of that, once I placed my story with the bill at 11870 web, what I got was a mail of one of their managers telling me she was wondered about this comment at that web as far as in my survey I said all at the hotel was ok. Well, you see, I have answered the survey before doing the check out and… having everything at the hotel “ok” doesn´t mean this hotel made a “click” on your heart. As I already said at my post about the hotels of the Spa, yes, all was ok, just it wasn´t the style of hotels I like to stay in. Anyway, I still confirm I liked the Grand Hotel Cascada, the thermal lake is really nice and the region has a lot of amazing places. So, don´t be surprised if I stay at this place again… just it´s not like I´m dying for staying there again.
Posts
No comments:
Post a Comment