2/10 Väldigt dåligt
Anna
17 nov. 2024
Gillade inte: Personal och service
The worst hospitality experience in my life! I’ve booked one night stay during my road trip and I have and accident that happened to me in Poland on my way. According to my health conditions I was unable to travel and stayed for 2 more days in Warsaw. My next stop was Vienna and as soon as we contacted the hotel with the hotel manager from Warsaw - they’ve cancelled my reservation and fully refunded it (thanks to Expedia agent help). But the hotel staff from Cape of Senses just refused to cancel or to find some solution, like change the dates or something else. I was truly dissatisfied and disappointed, while I was trying to to this cancellation staying at the hospital. Hotel manager from Raffles Warsaw was also contacting the Cape of Senses and Expedia agent did it twice. It’s not the level of service, hospitality and guest relations of the 5 star hotel. I understand if it would happen during the holidays or high season, but it’s the low season and to act like this, without any understanding and negotiation, it’s a shame! I was looking forward to spend my day at Cape of Senses, but now I would never recommend this hotel to anyone. It has amazing location, beautiful architecture and I suppose that very nice design, but management like this - can ruin everything with such behaviour and disrespect to the guests! I’m an Expedia Platinum Member and I’ve thought that hotel would be at least more loyal according to this. But the manager of the hotel was acting like 0 empathy.
Anna
Bodde här 1 natt i november 2024
