Booked property 8 month out. Nowhere did it say no kids allowed. Arrived on Christmas night from Lisbon after-dark, tired w/ wife and infant son, and got a cold-handed kick in-the-face (sorry, but you have to stay elsewhere). No offer of anything to rectify the problem, just, “we’ll help you find another hotel”. No thanks, I can google myself. I understand things like this happen, but since it was the mistake of the property, I expected at least more compassion or attention to the matter.
Asked Sarah, the manager, to change the booking name of the hotel on Hotels.com to say “Adults Only” to make sure this doesn’t happen to anyone else (which now it does, so FYI). Looks like management of this hotel worries about their future business (good), but ignores the experience of existing clients (bad).
Otherwise, the property looks good (have been scoping it for a long time), and the “surface-level” reviews look good. However, the way management handled this situation tells me that if you say happened to find bed-bugs in your room, they would just promise to clean the bed for the next customer and let you hang dry. That is not how customer service works at top companies (think Amazon). If the company makes a mistake (and Sarah admitted she missed properly labeling the booking on Hotels.com), then the company has to “make it right”, or it will soon be out of business.
Oh yes, you bet we left all of the dirty nappies from the drive in the parking lot. Fair gift for the SNAFU.