Usuário convidado
24 de junho de 2022
In november 2021 (8 months ago) we booked a Deluxe room for a stay in hotel Havgrim in June 2022. Havgrim confirmed this by mail on November 13th. But that wasn't what they gave us. When we arrived at approx 3:45pm on the day we were given room 105, which could never be characterized as a DeLuxe room. One window is towards a backyard / bicycle stand, and the other window is towards the parking lot – having all other guests staring directly into the room when entering the entrance of the hotel (which forced us to close the blinds constantly, leaving out all daylight). We walked up and asked the receptionist if there was another room available (this was at approx 4pm in the afternoon, where the hotel probably wouldn’t get any last-minute bookings). The response was that the only other room available was the suite, which we could be given if paying the full difference in the daily rate ! If the hotel staff at that time had been just a tiny bit flexible, and fx had offered us the suite against an acceptable additional fee, we would surely have accepted this – and we would have been grateful. But the receptionist just responded to our questions with ignorance and a general “I hear what you say, but I’m just the replacement” attitude (which we all know is something that solves absolutely nothing). When checking out the next day we realized that putting us in room 105 was not even an unfortunate error. We were charged for a ‘Superior Room’ (even that description of the room is clearly a stretch) – so room 105 is not a ‘Deluxe room’, which is what the hotel had stated being reserved for us in the November 13th confirmation mail. The hotel seem to have had no intention to inform us about downgrading us. They had multiple chances to do so (during the 8 months since we booked the room, during check-in, at the time when we protested to the receptionist, during check-out) – but they chose not to. Our conclusion on our stay is that hotel Havgrim and it's staff don’t really seem to care about the customer experience, nor if what they deliver is what was agreed - and being up to the standards of what they describe as a 4-star hotel in Torshavn. We were put in a room with a location which should disqualify it in any hotel describing itself as a ‘Luxury Boutique Hotel’. When we arrived back home the following day we wrote a complaint to the hotel - but 4 workdays later they still haven't responded (nor just accepted to have seen the mail). So the hotel is at least quite consistent in being totally indifferent towards their guests...
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