Guest User
May 7, 2025
This is the second time I have stayed at this hotel since 2010. I booked four days but left after two because the mattresses were terrible, even though they had been replaced. I had paid for four days in advance at reception and wanted a refund for two days. The problem was that the mattresses were in poor condition, and even though they had been replaced after one day with one of my request, the result was even worse than on the first day; I could hardly sleep for an hour. I complained to reception on the first day and again on the second day. After a long, intensive conversation, the manager said he had no power to refund my money. The hotel is owned by royalty. I have experience with over 1,500 hotels over decades and there have rarely been problems. I have never been required to pay for unused days due to disagreements. In principle, the guest is right in this case, as was the case here; management never makes a big discussion about it, which is usually very detrimental and counterproductive for the hotel. As threatened, my complaint goes directly to the royal family.
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