Бронировать нужно внимательно Book carefully

We stayed at Palmyra Palace three times. Very comfortable, my birthday was a success - with congratulations from the hotel administration. Loved the spa and service. But booking is clearly not the strong point of the hotel.
The story is this - for my husband's birthday, July 11, we book a room for July 13. The manager's answer is to make an advance payment. Give the invoice - "no, your email is not working, get it to a working fax and pay on the 13th. " How is the 13th? I'll be on my way to you. “Yes, book from the 13th, but still pay. ”
On the 13th we collect the children and go. On the way, we decide to clarify - what about prepayment, if we booked for today. The answer is that there is a reservation, your order is from the 20th. And where can I go with my children?

We must pay tribute - the receptionist placed both us and the children. I liked everything: the territory is well-groomed; the beach, the pool, the spa - everything is clean and beautiful, the buffet is excellent, the youngest child did not get out of the playroom, the elder did not appear from the spa, the animators entertained the kids on the beach both day and evening. We decide to spend our vacation here, we book two rooms for a week - for ourselves and for the child with her grandmother. We make an advance payment for two rooms, booking from August 10th. Further events develop as follows - the grandmother (husband's mother) dies on the morning of August 7th. Like this.
After the funeral, on August 9, we call the hotel and inform that we cannot arrive on the 10th, we also inform the reason, the manager answers without hesitation - a fine of 75%. Well, no one has to believe in a word. We ask you to reschedule the reservation - after all the funeral procedures, you don’t want to have fun, but to relax... They are rescheduled for the next free date - August 23. We arrive - everything is fine, one thing is not clear - the food of a 2-year-old child in the restaurant bill, that is, then no, they did not clearly explain anything.
Before leaving, we receive invoices for accommodation. There is a fee, no prepayment. I go to the reservation department - regarding the fine, the manager's opinion changes three times. First, he asks to show the documents - I only have a medical certificate of death and a certificate of burial. Takes copies, two hours later the final answer: the administration upholds the fine. And then he explains the position of the administration: firstly, it was necessary to inform not the day before arrival, but on August 7 or 8, and to reset the documents at the same time (the hotel administration, apparently, has not yet encountered a funeral - this is even physically impossible, but morally... ), and the second - “you didn’t cancel, but rescheduled the reservation. Now, if it was canceled, we would return the money. ” Literally in person said that it would be better if we did not come. By the way, the size of the fine is at the discretion of the administration.
We also left for a long time - the bill contains a fine for both rooms, an advance payment for one room, and a document was required to pay for the second room. I have - they don't. Forty minutes later "found". Did you like it?