Benedictine Monastery of St. Lucia

Rent rom, god frokost og hyggelig personale

Bad customer service from hotel's management. Our family (1 child + 2 adults) booked a non-smoking family room. The first room offered had been used for smoking by a recent guest so our daughter (nor us / parents) could stay in the room. The hotel agreed to move us to a standard room for one day, with healthy air, but the hotel could not offer a new family room for our 8 days stay. We therefore asked the hotel via hotels.com for a refund for following next 7 days, so we could find a new hotel with family size ourselves. The hotel rejected to refund - and we were not allowed to speak with the management, who communicated only via the reception which and no authority. We therefore felt like hostages in the standard (small) room with no direct bargaining power as our payment was settled via hotels.com prior to our arrival. Hotels.com has not (yet) offered any compensation either - which I would expect from such a professional 3rd party hotel agent. Regards, Dagfinn