I will tell you my experience and the first case in the entire history of my staying in different hotels in the world for several years...and the only case where I will never stay in this hotel again.
I first met the Residence Hotel in Yekaterinburg in late July 2021. I always book a room through the Trip Com app, but this time, since I plan to arrive in the city at 1 AM, I decided to call the hotel front desk directly and ask about staying for 0.5 days-this is the normal practice of any hotel chain , But not here.
In the phone conversation, by the way, Natalia and I wrote down for each firefighter (I think), I clarified... In the application, the price of my accommodation is 9900 rubles (day) and can Go to a meeting at the hotel and give a 50% discount (5000 rubles) if I go after 2:00 in the evening... Natalia called back after some and confirmed that she has coordinated the management of this issue and their waiting time for me. Okay, I think, but it is also logical, because there is a law that directly requires the hotel to charge guests no more than 50% of the day’s fee for check-out hour set hotel-as A rule, it is 12-14 hours a day.
Arrived at the hotel at 02:00 in the evening, and the front desk was shocked. The accommodation fee of this hotel is 9987 rubles per night (that is, staying for 10 hours and check-out), and the cost of a whole day is 9900 rubles on my application. So no one can solve the problem at night, the receptionist is generally incompetent and decided to postpone the question until the morning, but they asked me to sign under the phrase that the hotel staff warned me that she announced the amount to me, that is, in her opinion, it is correct with her Colleagues agree-Natalia. But I went to bed without signing the customer's card.
In the morning I met Anastasia, an arrogant receptionist, looking at you as if you were a servant, not a guest in a five-star hotel. They tried to lift my full payment... They even kept my things and put them in the locker until the management solved the problem-this is already an article, taking into account the phone input and Confirmed that the amount of stay is 5000 rubles for 0.5 days, in the absence of my signature in the corresponding column check-in and the law of the Russian Federation regarding payment rules that will be 0.5 days after 00:00 and pay no more than 50% of the guest.
As a result, they called me 2 hours later and asked me to pick up things from the locker after paying 5500 rubles. At the time of payment, Anastasia, the hotel's senior employee... grinned, trying to make jokes... as if I didn't live here for status, in general I must stay two stars.
This is the first time I have encountered this kind of service. During my travels to different countries, I have stayed in four-star and five-star hotels.
The story does not end there...
On August 7, 2021, I decided to give the hotel a second chance to register for a one-day stay in my Trip Com app for 12,500 rubles. When checking in at the reception, the same Natalia, obviously did not recognize me immediately...because I accidentally booked a room a week later and it was impossible to cancel the reservation (non-refundable price), Natalia went The meeting was resolved and I did not have any problems. This is the normal practice of hotels and international airlines.
But less than 3 hours after check-in, the check-in situation has undergone a fundamental change. Natalia invites me to repay the accommodation fee that I have already paid, not at the price in the application, but at the hotel price of 15,000 rubles. For this question, what does this have to do with..., the answer is shocking-”You have to check in within a week, so either pay or leave.” The question arises: Why do you want to fill me and sign me in it? The signature of the check-in procedure is to be repeated after 3 hours from me to get repaid for more than my application. As a result, after indicating to Natalya that my booking is non-refundable and the payment has been charged from me, the problem seems to continue into the morning.
- Сергей Кашин
Удобная локация, паркинг. Есть что посмотреть в округе.
Отличные завтраки, постельное белье, вид.
Но вот гул системы кондиционирования для такого уровня гостиницы - такое себе. Не критично, но все же.
- Anonymous User
