Ambassador

It was our fifth time at this hotel. Precisely for this reason, what happened is even more disappointing. As soon as we entered the room, our 5-month-old French bulldog crawled under the bed and found a used condom, with the wrapper open on the floor. The most serious thing? The dog took it in his mouth and we managed to take it away from him just in time. If he had swallowed it, we might have had to rush to the vet. And let's be clear: instead of our dog, there could easily have been a child. This is not a simple “oversight”: it is a room that was not checked and cleaned properly before being handed over. We reported the incident immediately. The proposed solution? Stay in the same room after a new cleaning or move to a hotel defined as “of the same level.” It had nothing of the same level, however: we had chosen a modern property with a sea view and we ended up in an older hotel without a sea view. The next day we returned to ask for the correct invoice and the second chapter of the theater of the absurd began: no one knows anything, no one handles complaints, no one puts us in contact with management, and we are continuously referred back to Booking. The receptionist who had told us she had contacted management to authorize the transfer even claimed later that she did not have the management's contact information. After 10 minutes he leaves because his shift ends. The incoming colleague? He knew absolutely nothing. And the best comes later. 10 days after the incident, the hotel informs us that it does not intend to recognize any refund, because according to them they had already “mediated” the situation by moving us to the other facility. So: used condom under the bed, concrete risk for a 5-month-old puppy, room different from the one booked, loss of the sea view and total disorganization in managing the problem… and for them everything is resolved because they moved us to another hotel. Nice policy for customer protection. We have photographs and documentation of what happened. After five stays, we would have expected respect, responsibility and above all an adequate solution. We found exactly the opposite. One star because zero is not possible. NEVER AGAIN.

Disappointed. We booked for a single day in a low seasons. The facility looks pretty from the outside. The main issue was the room condition. Several bathroom furniture were broken such as the shower handle and the towel shelf. Maybe it's my expectations based on experiences in other countries and facilities with the same star rating, but there were no one time use sleepers, unless we buy it for an unreasonable price, we asked to the receptionist to on the heating system from the AC and they told us that at this season we cannot warm up the room (we have a kid and she was feeling cold). The hotel parking way to expensive. My wife went to ask to the receptionist information about the heating system and she had to use the translator to communicate with her. Definitely not a service for a 4 star hotel accommodation.

Extremely disappointing experience at Hotel Ambassador. We arrived at the hotel with our two-year-old child, and the room was uncomfortably cold. The outside temperature was around 19°C, and inside the room it felt no warmer than 22°C, which was too cold for our toddler, whose feet were freezing. We tried to turn on the air conditioning to warm up the room, but it simply did not work. We called the reception, but they were unable and unwilling to help. I then went downstairs and asked if they had a portable heater that we could use temporarily to warm the room. The only solution offered was an extra blanket. When I asked how exactly I was supposed to keep a two-year-old child under a blanket all the time, the receptionist just repeated that there was nothing they could do. I asked to speak to a manager, but was told that no manager was available. To make matters worse, the receptionist did not speak English at all. I had to communicate using a translation app. For a four-star hotel, this is completely unacceptable. A four-star hotel should provide functioning climate control, basic customer service, and staff who can communicate with international guests. Instead, we were left with a cold room, a freezing child, and no real assistance. I would not recommend this hotel AT ALL!