Attention: I booked a room for three people with air conditioning. The Expedia page clearly showed “Klimaanlage” in the room description, and the photos also indicated air conditioning.
At check-in, however, the reception staff first told me that there were no rooms with air conditioning. When I showed them the Expedia page, they claimed that “Klimaanlage” meant “cleaning service,” which is not correct. I live in Germany and speak German, so this explanation made no sense to me.
After I refused to accept a room without the amenity I had booked and paid for, I was suddenly given a room with air conditioning. The explanation then changed: apparently there were only a few rooms with air conditioning, and the staff member said she had not known.
The whole situation was very unpleasant. The staff were dismissive, unfriendly, and I felt I was not taken seriously. Their attitude, including eye rolling and contradictory explanations, was unacceptable.
I also want to mention that the room was first described as not ready, but when I insisted on seeing the room, it suddenly turned out to be ready.
The way we were treated made me wonder whether we were treated differently because we are Asian. I cannot know the reason, but that is honestly how I felt.
I travel frequently, and I have rarely felt this mistreated at a hotel. The hotel management should seriously look into how confirmed room amenities are handled and how guests are treated at reception.
No one apologized, either.
