I'm writing this review to warn other customers, as anyone could find themselves in this situation.
We arrived at the hotel, showed our voucher and booking confirmation. We were then told that our booking didn't exist. The reception staff claimed it was a different hotel (with the same address and photos, but located 1000 km away). According to them, someone had registered under the hotel's name, and they couldn't do anything about it, stating that such incidents were not new to them. In the end, we decided to check in anyway, as we had just arrived after a long flight and had no energy or time to look for another option. We ended up paying three times the price we had anticipated.
What's most surprising in this situation is that, according to the hotel representatives themselves, we were already the fifth customers from Trip.com, as well as other well-known websites, this month alone, who had paid for a hotel that didn't go through to them because it was registered to some other hotel. Trip.com also couldn't contact this 'other' hotel to get our money back; refund requests were denied, which isn't surprising. This even leads one to wonder if there is no 'other' hotel at all, and if this is a scheme by the hotel itself, but that's just a subjective assumption, and we won't make accusations without proof.
The real question is, if we're not the first to encounter this situation, why isn't this problem being resolved? 7,000 in paid deposit is simply lost.
About the hotel itself: the hotel is clean, the grounds are beautiful, the staff is polite, the pool is excellent, and the breakfasts are delicious and varied.
As for the downsides, an unpleasant situation arose when we returned from a walk. There's no water cooler in the lobby, and according to hotel rules, you can't eat in your room. We ordered delivery and sat down to wait. We decided to ask if there was any water available. They said, 'Of course, make yourselves comfortable, we'll bring it right away,' and brought two glasses of warm water. Upon checkout, we found out this was a paid service. While the cost was undeniably small and symbolic, it's still strange to charge for such a basic service in such a manner, especially when it's almost 40 degrees outside and there's no water cooler.
Perhaps we were just incredibly unlucky. The grounds, pool, room, and food were all top-notch, but the situations mentioned above significantly tarnished our impression. If you plan to go, it's best to contact the hotel after booking and wait for a response and confirmation. If you don't get one, it's probably better to look for another hotel.
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