Guest User
September 24, 2023
I was refused a room despite having paid for it. The hotel does not offer payment by card, and as I had no cash, it was offered by the receptionist that I could pay by a bank transfer, which I accepted. I sent the money on Friday morning and following the instruction from the home which was: "When the payment is done please do send us the payment confirmation.". I sent the confirmation from the bank and since then have not received any feedback from the hotel until Saturday afternoon, when I was already on the way to the hotel. The message, by phone, was that the room for some technical issues would not be available. I accepted apologies understanding that this might happen and asked for a refund of money which I have paid in cash. Then it all started. The request was at first accepted, and then rejected. Later, the reason for the rejection was that the hotel has not received the transfer yet. Finally, I managed to speak to the manager from whom I heard that he did not know me, therefore did not trust me, and that I could have prepared a fake confirmation from the bank, because this is how people would behave like. When I said that I was going to report it to a hotel organisation in Slovenia he said, laughing, that I can do whatever I want. On the positive side I may say that in this situation I received support from the receptionists trying to help me find another location at short notice, and that I have received a full refund with no delay. Which I never doubted. Still, considering the level of mistrust, insunuations, the stress involved and not keeping the original agreement by the hotel (bank confirmation), I would never recommend booking a room at Atelier.