6/10 一般
ZIYUAN
2024 年 7 月 15 日
满意：清洁度、住宿条件和设施、客房舒适度
不满意：员工和服务
Worst check out experience ever
Everything was perfect until I had the worst ever check out experience.
I got back to the hotel at precisely 11:44am to check out. A cleaning lady caught me at the door and told me the check out time was 11am and they were looking for me. I had absolutely no idea. I apologize for times and immediately rushed back to take all my luggages out. The lady was nice & friendly, she told me I could have 5mins to get everything done.
And then I waited for the reception staff for check out, who printed out a bill of the city tax + an extra €20 and just asked for my credit card, without any explanation. I politely asked her what the 20 is, she rolled her eyes and said it’s the penalty for ‘late check out’. I told her that I was not reminded of the check out time as it’s normally 12, and of course, it’s my negligence so I apologized again, and asked if she can waive it as the cleaning lady told me it’s ok as I got my stuff out now. She said in these exact words: ‘She also told you to talk to the reception for check out, and I am the reception, so NO.’
She didnt even have the courtesy to at least clarify the policy. After my repeated questioning, she finally told me this penalty is for checking out from 11am to 2pm. My question is, if you have decided to fine me in the first place, why just sat there and watched me rushing in and out in 5 minutes while I have actually paid for 3hrs???
She showed no level of hospitality and willingness to help. The rudeness and arrogance were absurd.
ZIYUAN
2024 年 7 月入住 2 晚