We had a 5th anniversary with my girlfriend and decided to stay at Mövenpick Hotel Tallinn. We booked a few days in advance to get a deluxe room with enough space and a bath. The price for the booking was fair since the hotel was located in the city center and it was the holiday season. When we arrived at the hotel we went to the reception, paid for our stay and got our room cards. When we got to our room, something felt off, there was no bath, the room was quite tight and the location was next to the elevator. We were very confused and looked at the pictures online and our bookings again to make sure we chose the right room type and we confirmed ourselves that this was the wrong room, we gathered our things and went back to the reception. It turned out they had given us a standard room even tho we had booked a deluxe one and even paid for a deluxe room at the reception. The whole hotel was full and there was no alternative so we just had to settle with that, since we did not want to risk being without a stay for the night on our 5th anniversary. I don't understand, how can you ask for a deluxe room price for a stay, if you are out of deluxe rooms in the hotel. I know people make mistakes, but we felt cheated on at this point. If we arrived at the hotel and were informed of this firsthand, that there had been a mistake etc it would have been fine, but to charge for a deluxe room and give standard room cards and later make a surprise face, is just bad. To compensate for this we were promised 2 cocktails from the front bar and a 2 hour later check-in. We agreed to this since we did not have any choice. When we decided to go out in the evening and get our 2 cocktails we had a bad encounter with the lady keeping the bar. She was arrogant and did not know anything about this, so we spent quite a lot of time trying to convince her that we had a deal with the reception. She went to confirm this and when she came back she said we would have 2 soft drinks. Two soft drinks! You made a mistake, you apologized and offered to make up for it and then you decide to withdraw from your promise? That is just plain bad. We had loss of words and did not want to start a scene, we got our drinks and just went back to our hotel room. Overall, you can have a great location, you can have good breakfast, and a fancy hotel, but if the staff is arrogant and you get a taste of being cheated on, nothing fixes that.
Outstanding
42 Reviews