horrible customer service
Posted Sep 4, 2015 on Hotels
We arrived to a booking error (they thought we had booked 2 rooms, instead of one) so we said no that was not correct and they said it was sorted out. we had an OK stay, rooms not as nice as on website, fair only. Food is very good though. The beach area is crowded and has loud music, and not relaxing at all. However the worst part is the front desk staff. When we came to leave we were charged double, for a second room we hadnt booked or used. We had to wait for 45 mins to see someone (not the manager, as there wasnt one in that day) so we had to walk to another hotel to see someone else, who lied and said they couldnt refund as they hadnt taken the money as hotels.com had it (untrue) just to get us out of the office. The girl at Zibelino front desk was immediately aggressive, rude and swore at us in Italian! We had our entire last morning ruined. We had to leave having been ripped off and sworn at, and then spend weeks and many hours trying to get a refund of the false charges. I asked for a simple statement from them to say we only used one room, and despite promising us this in person, they then refused to honour once we were home. We left stressed, unhappy and in disbelief that a hotel could have such horrendous customer service.