Sometimes, a hotel's impression isn't formed by the furniture, the view, or the breakfast. Or even the room itself. It's how they treat you when a problem arises. We checked into the hotel around 9:00 PM and immediately noticed a strong smell of cigarette smoke in the room. We opened the window, dropped off our bags, and went to dinner, hoping the air would be fresher by the time we returned.
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Sometimes, a hotel's impression isn't formed by the furniture, the view, or the breakfast. Or even the room itself. It's how they treat you when a problem arises.
We checked into the hotel around 9:00 PM and immediately noticed a strong smell of cigarette smoke in the room. We opened the window, dropped off our bags, and went to dinner, hoping the air would be fresher by the time we returned. But when we returned around 11:00 PM, it became clear: the situation had only worsened. The smell had permeated the room so much that it had already permeated our belongings and clothes.
We went down to reception, politely explained the situation, and asked for help. Instead of apologies, sympathy, or a desire to resolve the issue, we received irritation and rudeness: "If you don't like it, find another hotel. You won't get a refund...Sit and wait for the manager; he'll be arriving at 10:00 AM from the US. "
The futile debate continued for over half an hour. We were offered rooms of a lower category, no direct conversation was allowed, and the receptionist didn't even rush to personally verify the problem. Only after persistent requests did he go up to room 205. He made sure. He smelled that unmistakable odor, but even then we didn't hear a simple "Sorry. "
It was almost midnight. Tired from the journey, we agreed to the first option offered and moved our bags.
Over the years of traveling, we've seen many hotels. We've had better and worse rooms. But never before had we encountered such a level of indifference, disrespect, and outright rudeness.
We checked into the hotel around 9:00 PM and immediately noticed a strong smell of cigarette smoke in the room. We opened the window, dropped off our bags, and went to dinner, hoping the air would be fresher by the time we returned. But when we returned around 11:00 PM, it became clear: the situation had only worsened. The smell had permeated the room so much that it had already permeated our belongings and clothes.
We went down to reception, politely explained the situation, and asked for help. Instead of apologies, sympathy, or a desire to resolve the issue, we received irritation and rudeness: "If you don't like it, find another hotel. You won't get a refund...Sit and wait for the manager; he'll be arriving at 10:00 AM from the US. "
The futile debate continued for over half an hour. We were offered rooms of a lower category, no direct conversation was allowed, and the receptionist didn't even rush to personally verify the problem. Only after persistent requests did he go up to room 205. He made sure. He smelled that unmistakable odor, but even then we didn't hear a simple "Sorry. "
It was almost midnight. Tired from the journey, we agreed to the first option offered and moved our bags.
Over the years of traveling, we've seen many hotels. We've had better and worse rooms. But never before had we encountered such a level of indifference, disrespect, and outright rudeness.
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