Испорченный отдых Spoiled vacation

Spoiled vacation in Heliopark Thalasso near Zvenigorod.
I would like to talk about how a fly in the ointment can ruin a barrel of honey. On July 16.2010, my family is me, my husband and two children 4 years and 3 months old returned from the Heliopark Thalasso hotel near Moscow, which is located near Zvenigorod. This was our first stay at this hotel. We liked the overall rest (room, food, nature, etc. ) - after the stuffy, tortured heat of Moscow, to escape with the children to a calm place where the heat simply was not felt, the older child had something to do (for us this is of great importance ), it seemed to us a great success.
Immediately after returning home, we decided to definitely return there, but already with a larger company - with my sister and nephew, and without postponing this matter, on July 16, they began to book 2 rooms: one superior double room from July 21 to July 25 - for me and my sister and children, and one single from July 23 to July 25 - for the husband for the weekend (since my husband's vacation is over, and he could only join us on the weekend). We booked by phone directly at the hotel - a certain Mira spoke to us.

I draw your attention to the fact that we planned to live exclusively in a superior double room, as on the first trip. The manager of the company that ordered the first tour said that it would be crowded with two children in a standard double room, and the second time three children planned to go with us, so it would be very crowded in a standard one.
When booking, there was a small overlap - on the date of arrival, July 22, there was no free superior room for all 4 days continuously. This is true, because on the hotel website you can track the availability of rooms. As a result, we were offered to move into an improved one, after 1 day to leave for a few hours in a standard one, after which we would again be moved to an improved one. After thinking, we agreed. Although it is somewhat inconvenient to live four days in three rooms, we accepted this option. On that, they decided and booked two rooms - an improved double (as I assumed) and a single.
However, our plans were not destined to materialize. On Sunday, my nephew fell ill with a rotavirus infection, so he and my sister could not go. My husband and I decided not to miss the opportunity to relax in a normal, as it seemed to us, place, we abandoned the standard single room in order to go on four of us on the 21st. For this, by the way, my husband took time off from work, since it would be difficult for me to cope with one infant and one small child. For half a day on July 21, I was packing bags - I think everyone knows what it means to pack a baby, and many even know. With a joyful mood, in anticipation of a great holiday, we set off.
I will not describe the road through Moscow traffic jams after a working day for almost 3 hours. At the reception we were issued quickly, they gave us the key to the room. We were decorated by a girl-administrator named Katerina. Interestingly, she demanded 20 thousand rubles from us, although the bill was for 18 thousand rubles. After all, we had to pay only this amount (4.5 thousand rubles x 4 days). After our objections, she pretended that nothing had happened, and without even apologizing, silently gave us the room key.

After registration, the first thing I did was go up to have dinner, since I am a nursing mother, I needed to refresh myself, and the dining room closed half an hour after our arrival. Husband with children at this time went to settle in the room. When I went up to the room, I experienced the strongest disappointment, and my thought worked only on how we are all going to live here all the time from Wednesday to Sunday?
Oh God! The standard double room (and we were handed a standard, not a superior room) turned out to be a real little stuffy (one might even say, stinking) closet, a kind of kennel in which to live cramped not only for people with children, but also for those two people on whom he calculated: a small corridor 0.5 m by 0.5 m - it is simply unrealistic for two people to disperse in it, a small room in which two beds, two chairs, a table, a larger table are stuck, in which there is a refrigerator, a bedside table for shoes and a wardrobe - coupe.
Going out onto the balcony, I ran into a resident of the neighboring room nose to nose, coughing, which later, at night, diluted the silence of our room (ie, no soundproofing). I won’t say anything about the bathroom - there is no hair dryer, shower gel and disposable slippers (it was all for the first time), and after you take a shower, you splash through the puddles on the floor, as the curtain separating the shower part of the bathroom from the rest, just no, and does not protect against splashing water. It should also be noted that the room that they slipped to us was right next to the elevators - we clearly heard how they walk.
But that’s not all - there was a conference room right next to this room, I can’t say if any events were scheduled for the days when we were supposed to live in this room (for the first time during our entire stay there were seminars of the company KRKA), but I would not want to hear the clatter of students under my door every day. In a word, they slipped us the most “rotten” (I apologize for the slang) number, maybe the client will not notice anything.

While I was feeding a small child, my husband went to the reception, with the hope of sorting out the situation and solving it at least in our favor, that is, changing the room we got to the one that we ordered and counted on when we came to this hotel for the second time . Katerina looked at the computer, and then with a self-satisfied look said that there were no available rooms and there would not be. The husband's arguments about small children caused only a wry smirk, they say that all sorts of people are hanging around here, these are your problems. The husband told the receptionist that we would not be able to stay at the hotel. The administrator replied that the hotel would not return the money at all and offered to use SPA treatments for the amount of 13.5 thousand rubles during the night. (the amount for 3 nights of stay), and in the morning to release the room. She must have been in a playful mood that evening.
Then I went to the reception to try to explain the booking situation again. The administration's response was categorical - there are no other numbers, period. But! We will call you later (? ). They did not wait for a call, the husband decided to wait for an answer next to the administrators. The answer was unchanged, no, but they already said that not yet, wait for guidance until the morning. We decided to spend the night, and in the morning to resolve the issue with the management, and in case of a negative answer, go home.
However, it didn’t get to the morning - the refrigerator didn’t work in the room, and now it was a disaster for me, because in the cold I store expressed breast milk for the little one. When asked to adjust the refrigerator, they brought us a fan (?! ) - apparently, I had to cool the milk with it. Time 23.55. My husband calls the administrator and explains that it is simply impossible for us to live in this room - small, stuffy, not properly equipped.
And, oh, miracle! We are offered a room further down this corridor (quieter, not next to the conference room), but of the same category (standard). Moreover, they offered, saying, "we will meet your problems, we will allocate them from the reserve. " Except as a mockery, I can not call it in any way. Of course, after all the ordeals, we refused, we no longer wanted to move around the hotel in the middle of the night, and there was already no mood.
There was no desire to stay at least for some time in this hotel. Home, home and only home. We decided immediately, without waiting for the morning, to leave the hotel and never go there again. We left at half past two.

It should be noted that for 5 hours of hassle in this hotel, in a room not of the category we booked, in which the refrigerator did not work, they took money from us in full - for the whole day, and they also threatened not to give money for the rest, already paid days (but, in the end, gave). In creating this situation, the administrator Katerina accused us, they say, it is necessary to think better how to book rooms.
The golden rule: "The customer is always right", the hotel did not work that evening, just as the reservation service did not work normally. The indifference of the administrators - Katerina and Anna, causes indignation, it feels like having received money for the room, they fulfilled their duties, and then, even if the grass does not grow, let the guest boil in his own juice with his requests, problems, and so on, they help show what is called "with a scratch", dissatisfied with the fact that they were disturbed. They were not at all affected, not hurt by the fact that guests with two young children leave their hotel in the middle of the night. WE DID NOT WAIT FOR THE WORDS OF APOLOGIES FROM ADMINISTRATORS TO OUR ADDRESS.
But not all employees are so heartless. The maid treated us very kindly. Polite, neat, with us tried to talk with the administrator about another room. It would be better if she worked at the reception! By the way, on our first visit, the maid in the 5th building also pleasantly surprised us with her sensitive attitude towards customers.
Having visited this hotel for the second time, we got deceived expectations, a spoiled vacation, a bunch of negative emotions. We didn’t begin to understand, scandalize and swear at the hotel, although we should have, but I feed the child and I shouldn’t be nervous. Therefore, we decided to leave our review on various sites that publish reviews about hotels and boarding houses, including those located near Moscow, in order to warn those who want to go to this hotel. You may not get what you planned, and no one will try to help you.