My husband and I were travelling in early April which is low season, therefore we did not book the hotel in Montenegro in advance. We only booked this hotel at 6pm through HotelClub and this is a prepaid deal. When we arrived the hotel at 10pm, we were informed by the receptionist that they did not have this booking in their computer system. Despite we had the confirmation letter and confirmation number issued by the Hotel itself, the staff just did not bother to look at it. The receptionist was very atonished that we made the booking just 4 hours before arrival and told us it usually took 1 day for the information to arrive the Hotel. We were informed to wait at the lobby without any solution. After waiting for 90 minutes, we were very frustrated because we were so tired after 1 day's driving (you know how challenging the road condition is in Montenegro) and needed to sleep. We proposed that the receptionist should give us a room first and hopefully they could find the information from their computer the next day. We also proposed to leave our passports with them as 'hostage'. We finished breakfast at 9:30am the next morning, the hotel still did not have any information. We went out for a tour nearby and came back at 11am, still no news. We must move on at this time, we eventually paid the Hotel a walk-in rate which is 80% more than the internet rate, despite we have argued that we were by no means walk-in guest since we had a confirmed internet booking. We were forced to pay this unreasonable rate in order to get back our passport and move on to Croatia. The front office manager agreed to give full re-fund of the amount (walk-in rate) to us after they have the computer booking information and had given us a letter confirming this arrangement.
On returning home, we did not receive any email from the Hotel. We sent an enquiry email 1 week afterwards and received a reply from the front office manager that they received the computer confirmation 1 hour after we left the Hotel, however, the back office did not agree to refund the walking-in rate (the front office was on our side), instead, the back office asked HotelClub to refund to us. This is absolutely rediculous, of course HotelClub did not agree to do so. The agrument between the two parties went for another week and at last, the back office agreed to refund the walk-in rate to me. They did a TT to my account, at the end is 3 euros less, which is their bank's administrative fee (my bank did not charge me) !!!!! I have no more energy to argue with them but to keep my words to the Manager that I would certainly write a review in Trip Advisor to tell my story.
Can't agree more with yvette79 that 'it just feels like the hotel is still tuck somewhere in the 70's', not just the hardware, but the mentality of the people. I am sure I am not the first person to encounter this problem, but the staff just don't have any contingency plan. They also claimed that this is not their fault and treated their full paid hotel guest as 'thief' (because the receptionist told me they had been cheated by some people who had booked the room, got a confirmation letter and then cancelled the booking and got refunded). I eventually convinced them that it is the Hotel's fault because of their out-dated computer system, and they should not accept online late booking knowing that their computer system took 1 day to get the booking information!
This is my story in Montenegro and I hope people's mentality and management would change in future!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
29 May 2012
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First of all we would like to thank you for your stay in our Iberostar. We are very sorry to hear that we could not fulfill your...
This response is the subjective opinion of the management representative and not of TripAdvisor LLC