I recently stayed at the Swiss Inn Nexus Hotel in Addis Ababa and had an extremely disappointing experience. Upon arrival, I was horrified to find that our room was infested with bed bugs. Expecting a swift and understanding response, I immediately requested a refund. To my dismay, the hotel staff was uncooperative and dismissive.They refused to take responsibility for the issue, citing that the payment was made online and therefore not within their purview to address. This response was not only unhelpful but also baffling, as the payment was made directly on their website. When I sought clarification on how to proceed, the receptionist was unable to provide any assistance, claiming ignorance about their own third-party payment partner.After my own research, I discovered that Travel Book Group was the third party involved. I reached out to them, and subsequently, Priceline responded, stating that the hotel denied the refund request and they couldn't intervene. This entire ordeal was not just frustrating but also disheartening, as it showed a complete lack of customer service and responsibility from the Swiss Inn Nexus Hotel. It's unacceptable for a hotel to disregard such serious complaints and leave their guests in distress without any support or solutions.
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