I received a voucher as a gift for one night of accommodation with breakfast and spa for two people. The voucher was valid for one year, and when I tried to use it during that period, the hotel was temporarily closed.
Later, I contacted the establishment and was told over the phone that the voucher could be extended, even assuming a possible surcharge. However, when I called back to manage it, the response was negative, claiming that too much time had passed. They did not deny that there was a possibility of extension; they simply decided that in my case it was no longer applicable.
The worst part has not only been the denial but also the way I was treated over the phone. The conversation was unpleasant, lacking empathy, and had a tone that I perceived as disdainful. Instead of trying to explain the situation politely or seeking a minimal alternative, the response was dry, abrupt, and very inconsiderate.
We are talking about a complete experience of accommodation, breakfast, and spa for two people, already paid for and never enjoyed. As a customer, it is difficult to understand that there is no reasonable alternative, such as an extension with a surcharge, a partial exchange, or applying the paid amount to a new reservation.
The final feeling is very negative: the establishment keeps the amount for a complete experience without providing any service, and furthermore, the phone support received leaves much to be desired. An absolute disappointment in customer service.
