Dream734127
Family · November 20252/10
By far, the WORST customer service I have ever experienced at a hotel! I arrived at the Hotel Alba on 18th Oct at 7pm with my wife and daughters, following a long flight from the UK, to be told by the...By far, the WORST customer service I have ever experienced at a hotel! I arrived at the Hotel Alba on 18th Oct at 7pm with my wife and daughters, following a long flight from the UK, to be told by the reception desk that I couldn't check-in, as the booking made through Travel Republic hadn't been paid for by the TR. I have never experienced such unhelpful hotel staff and terrible customer service. The reception staff refused to offer any help to resolve the situation, refusing to make any calls on our behalf, simply repeating that we should call the TR customer services telephone number, even after pointing out it was past midnight in the UK.
Even when asking if I could pay once again for the room I had already paid for and was booked in my name, they refused and said the only room available was a poolside suite at a cost of nearly $450 per night, double the cost of the room I had already paid for.
After an hour of arguing with the reception staff, my daughter found a lady in the bar area that came to assist and after the hotel staff spent a further 15 minutes in their office debating the situation, they finally agreed to assist and 'found' a telephone number based in the US that they said I had to call, as they were not permitted to call on our behalf.
This treatment was disgusting and very stressful, the reception staff were quite content to see me walk out of the hotel with my wife and daughters late at night to search for another hotel to stay at, even though they had my booking and the hotel room was available - we frequently asked to speak to the Manager of the hotel but was told this wasn't possible.
There are limited positives for this hotel, the staff in the restaurant were very nice, however the bar was frequently left unmanned, the rooms are average and the hotel is situated close to a very busy highway.
The booking issue has been raised with Travel Republic who have subsequently investigated - Hotel Alba advised TR that there were some booking issues, however these were promptly resolved - this a blatant lie, from a Hotel whos staff have no regard for their customers and is totally lacking in management...Show More
