INTOWN LUXURY HOUSE

We stayed in this places for two nights. It already started bad with us not being able to reach the hotel with the provided email address / phone number. They provide a whole lot of incorrect information, which resulted in us standing on the street for an hour before we could enter the room. However, it became even worse. In the second night there was a fire in the building next door. The ventilation blew a lot of the smoke into our room while we were sleeping. Fortunately, I woke up at one point, so we could get out and inform the fire brigade that was already there. Even though the hotel boasts to have smoke detectors, they don't exist (like many other advertised services). After speaking with the fire brigade, they went into the house and evacuated the other sleeping guests. We spent four hours standing on the streets before we could collect our stuff from a room that was still reeking of the fumes. In the meantime the owner of the hotel had arrived. She offered us another room that was less smokey, however, the door was broken, since the fire brigade forced it open during evacuation. We said that we didn't want to stay. I already had a sore throat from the fumes and I also didn't want to sleep behind a broken door. The owner arranged a transfer to a different hotel. In that course she also offered to include the breakfast and a transfer to the train station, since we were leaving the next morning and had very little time to sleep left. When I asked whether they would install smoke detectors after this experience, she was evasive and said the fire was not their fault. I fully agree with the fire not being here fault, but not having smoke detectors is, and it doesn't seem they are going to change that. All in all, she was friendly and tried to help, but I didn't like she was still not willing to install a 10 Euro item that would have prevented us from inhaling smoke for I don't know how long. In the next morning we spoke to the manager Oshada (not the owner). He came up with all kind of excuses why they couldn't provide the offered transfer to the train station. In the end we arranged the transfer ourselves, because it was too annoying to deal with this guy. Oshada has already been rude upon arrival, claiming that we didn't inform them about our arrival time (which we did, and we could prove it). Also when I told him that the provided information (email, phone number, checkout time, ...) was incorrect, he didn't want to take action and just shrugged it off. According to him it was an issue of agoda / booking.com and not his responsibility. All in all this was a horrible experience, and I am happy we didn't end up in a hospital or worse. A management promoting non-existing safety features and willing to risk the health of their clients, even after they see what can happen, is a disgrace.

We booked this place via Agoda. The hotel was advertised as having a 24 hour front desk, express check-in among others. A few days before our arrival we were contacted and asked about our arrival time. They said check-in is only between 14:00 and 15:00. We double checked on Agoda and actually found the same information hidden somewhere on the page. Maybe the 24 hour front desk they advertised is the furniture, though we didn't even see that. We tried calling the hotel many times (morning, noon, evening) to align. Nobody ever picked up the phone, they only played annoying music costing us money for international calls. The email and webpage they provided doesn't exist anymore. We tried contacting them via Agoda, but didn't get a reply there either. We arrived at the airport at 14:00 and decided to split up to get there on time. While I waited for our luggage, my wife rushed to the hotel and arrived before 15:00, but nobody was there. Fortunately, she encountered another guest that had a number of the host. He started to complain about us not answering to his queries regarding the arrival time instead of saying sorry. We had proof of all the failed communication attempts, so it was a ridiculous discussion. The room itself was okay. All in all we were disappointed about all the incorrect and misleading information that caused us a lot of trouble and stress (phone calls, double charges for airport transfer etc.). Even small village hotels usually offer a means to get into rooms when there's no reception (key codes, key vaults) . I don't know why a hotel charging around 200€ per night can't offer any decent check-in experience and at the very least provide proper means of communication.

I had a booking with Booking.com at this property, but only the day before the stay I am contacted by phone by a representative, who informs me generically of a problem, without proceeding with the official cancellation through the platform or written communications despite the express request. To avoid losing the full amount, I was forced to wait until check-in time, but once I arrived on site I found the structure completely closed, with no information, notice or contact available. This led to serious inconvenience, especially considering that it was a period of high demand (May Day weekend), making it difficult to find an alternative accommodation. Structure completely unreliable, absolutely to be avoided. I strongly advise against booking here to anyone looking for reliability and fairness.