We booked our room six months in advance, received a confirmation email, and even got a message just two days before arrival stating the hotel was “expecting us.” But upon arrival, we were told:
“Sorry, we’re overbooked.”
That was it.
We arrived in Naples, exhausted, with a two-year-old child and all our luggage only to be left stranded with no room, no support, and no solution. My wife was in tears, panicking, as we were left to walk around a foreign city with a toddler and nowhere to go. It was chaotic, stressful, and deeply upsetting.
This wasn’t just poor service it was a complete failure of basic professionalism and human decency. We will never book with this hotel again, and we will absolutely never use your platform as a third-party booking service.
This was supposed to be the start of a special trip instead, it turned into a nightmare of mismanagement, emotional distress, and total disregard for our reservation.
Booking in March and being turned away in September is unacceptable. Confirmations mean nothing if you don’t honor them.
Shameful.
