When I arrived, there was no one to welcome me. I looked up the number on the booking portal and reached a young man who told me he had tried to contact me unsuccessfully, since on hotels.com he could not see my phone number. … He explained that there was damage in the bathroom and sent me a picture showing it indeed broken. He then booked me into a nearby three-star hotel. However, this hotel was of a much lower standard than the Bologna Suites, and on top of that, they asked me to pay for the room to covering the full stay. The total cost ended up being €50 more than what I had already paid for Bologna Suisse. The next day, the young man refunded me only the amount of the Bologna Suisse reservation, leaving me to cover the extra €50 myself for a hotel of clearly lower quality than the one I had booked.
I understand that technical problems can occur, but I have never seen such poor customer management. In my opinion, the host should have covered the full cost of the alternative hotel.
