Vacation in Italy! Be careful with this tour operator! After such a break from Natalie Tours

We chose a hotel for a long time and meticulously, according to numerous reviews, we chose a good four in the center of Rimini, the Polo Hotel, a standard room with a balcony. I will not tell you how they flew and so on, everything was good. We arrived in Rimini on June 1, 2016, quickly received our luggage and went to the counter of Natalie Tours, the meeting party. Our guide, Alena, was taken aback that they changed the Polo hotel, in which we booked accommodation at the beginning of March!! , at the Astoria Suite Hotel, at the same time, seeing our confusion, she began to actively convince us that this hotel is much better than the one we were going to. after which we asked the question “Is he a five?

”, to which they received the answer: no, but it’s much better than yours (apparently the guide, the agency has been practicing such a scheme for a long time, because you yourself understand that tired tourists from a night flight can hardly assess the situation, besides, no one asked our opinion and it sounded affirmative and no one offered other options) Naturally, not able to find out something and trusting the guide that the hotel is better than ours (at least not worse), we went to the Astoria Suite hotel.

We arrived at the hotel quickly, in about 30 minutes, the guide agreed with us about an informational meeting at the hotel at 13.00 on the same day and did not even take us to the hotel, with the words "here you will not go far 100 meters to the Astoria Hotel." The hotel administrator kindly greeted us and even offered to check in early (it was around 10 am, when the check-in was only at one o'clock), she escorted us to the room. Our room was on the 0th floor, room 003, we looked around, there was no balcony (we booked a room with a balcony!

), it was cold in the room, like in the basement and damp, and when we pulled the curtains to admire Italy, we were stunned - the view opened onto the parking lot and the garbage dump. When we asked the administrator why we were given such a terrible room, without a balcony, overlooking the garbage, the administrator said that she was only engaged in accommodation in rooms and all questions to Natalie Tours, who paid for this room for us. Now we understand why our guide did not accompany us and did not help with resettlement!

At 13 o'clock we were gloomy waiting for the guide, Alena came and asked how things were going, to which we said bad and explained to her the situation with the resettlement. The guide pretended that nothing terrible had happened and we were soooo lucky that we were moved to a hotel that is considered to be a higher level of service, to which I said, we don’t need higher, we need what we booked - the Polo hotel, a standard room with a balcony!

To which the guide said

the Italians these days have some kind of national holiday until Monday (and today it was only Wednesday!), for this reason we were moved to another hotel and all the rooms in Polo are occupied and she can’t do anything now, but she’ll try, she turned the subject further and I started selling my excursions, although we no longer had any desire and mood, and plus we immediately indicated that we were renting a car and planning to go to Venice, Florence, etc. on our own, to which the guide began to intimidate us, how problematic and costly it is here drive a car, thereby continuing to impose on us the purchase of their excursions.

The rest was spoiled .. Then the calls with the guide began, we decided not to wait until she called us on Monday and decided to remind ourselves of ourselves on Sunday, early. In the meantime, for 4 days of staying in a damp and cold room at all times (because

the sun didn’t reach there and we really froze, went out to bask in the street + we were also eaten by mosquitoes!) I’m used to the fact that on vacation in warm countries I usually feel better thanks to the sun and sea air, which we hastened to tell the guide as an important argument. The guide was fake sympathy for my problem and promised that tomorrow, Monday morning will contact the reservations department. The next day, the guide called and said in a very kind voice that, unfortunately, all the rooms in the Polo Hotel are occupied and they cannot help us.

On the same days, we met a Russian-speaking maid, who told us that they can all be here when it is necessary to decide and change among themselves, and in these rooms on the ground floor they only accommodate Russians, as there was a Russian man who shouted - why did I come from Russia to Italy to sit behind bars!!? We decided to try to communicate with the administrator of Astoria, tried to find out the cost of our room and get any receipts for payment, to which she made it clear to us that she would not tell such information and we can find out for ourselves, for example, on Booking or from our tour operator. We asked how we can move to a standard room, because I have asthma, to which the administrator said that Natalie T paid for the room in which we now live, and if we want a standard room, upstairs and with a balcony, then for the 5 remaining days ,we have to pay extra 100 euros!

Realizing that this was a conspiracy, we decided to go to the Polo Hotel (in which we were supposed to live) and find out if there were free rooms .. And lo and behold! The rooms were available !!! we immediately called our guide Alena, told her such an amazing fact and offered her two options to correct the situation: the first - Natalie tours relocates us to the Polo hotel, which we originally booked and the second option - Natalie T pays extra 100 euros in the Astoria Hotel and we live like people for the remaining five days and kindly forget about what happened. To which the guide replied that, unfortunately, because the rate of payment for our room, where we now live, is non-refundable and there is no opportunity to check us into the Polo Hotel! And the agency also refuses to pay 100 euros (although in our opinion it was the easiest and cheapest way out of the situation for NT!).

Here we were completely upset, my asthma progressed, the medicine was running out, for days on end, instead of resting, we tried to change the situation, we were nervous, in parallel, the representative of the Goliav tour travel agency, from whom we bought tickets, also, in turn, in Moscow tried to help us and wrote letters in NT with a request to influence the situation! I decided to call the tourist support phone (indicated on the NT voucher), a polite young man Pavel answered there, who, having heard our story, promised to sort everything out. Then began daily promises from Pavel that he is actively trying to help us and resolve the situation, change our room or hotel.

At the same time, our travel agent from Goliav writes to us and says that Pavel from support is constantly in touch with you, I say yes, but there is no sense in his activities, to which the agent says that Support in the person of Pavel offers to pay us the difference in hotel Astoria, and still move to a normal standard room and we need to immediately go to the reception and find out if there are free rooms! That is, when I offered to relocate us two days ago to the guide, they refused us! It’s strange that now we went to a meeting ... But soon we understood the reason for such generosity)) Having abandoned our business and our rest again, we went to the reception and Arriving there, we found out that now there are NO AVAILABLE ROOMS (and 2 days ago there were and they offered us 100 euros for five days to pay extra for relocation!

) Here we all realized that our guide Alena and Pavel from support are working together in tandem and their tactics are the same: first ingratiate themselves, play for time, pretending that there is a great desire to help, then apologize for what didn’t work out, but if a real option was offered, it turned out that it was impossible (I think they knew about it that there are no numbers at the moment!).

To our question that there are no rooms in Astoria and what do you propose to do next? Pavel replied that I'm sorry, we did everything we could!!

Meanwhile, until the end of the "rest" (if you can call it that) there were two days left! And then there was hope: for a travel agent, all this time she also tried to get through to NT in Moscow, she said that she managed to agree with NT that if there is now a free room in the Polo Hotel, she pays and books it for us, we will move after NT returns our travel agent money for these two days.

I am shocked that an Agency with that name could not pay for 100 euros to solve the issue - to relocate a client with asthma to a normal room! And I sincerely hope that Natalia Olegovna Vorobyeva, General Director, is not aware of all this lawlessness! Now I will demand all my 1,400 euros for a ticket + moral damages through the court, since all the evidence, testimonies, photos and videos, references have been collected.

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