2/10 – Matig
10 jul 2025
Worst service we have ever encountered.
The customer service is non existent- absolutely awful experience.
The hotel offers a late check in after reception hours which we requested ahead of time. Their policy is to email over the lockbox code and side map on the day of arrival. We did not receive this and had a local friend call to ask, in Dutch, for it to be sent. They said they “had been very busy but would send it shortly.” They never did. We sent three messages through this app, called twice and emailed once directly- no response. Which resulted in a huge amount of stress as we had been travelling all day with two small children and were unable to get into the accommodation we had booked and paid for. Thankfully, we found a staff member out who was able to help but it took almost 45 minutes for us to get in.
No response or apology from the hotel at all- our messages have still not been replied to.
The next day we went in to reception to book and pay for a towel package- were told the towels would be dropped off in our accommodation later in the day. Came in after a long day of exploring- no towels. Had to go back again the next day to ask a second time.
Then on our last night, we arrived back to the accommodation late after a day at Efteling. Couldn’t drive through the barrier to access our cottage. Tried texting the what’s app number- no reply. Informed the next day barriers shut at 11 pm- again we’re not given this info upon check in. Had to carry a disabled child through the dark to get there.
Rhiannon
Rhiannon, gezinsreis van 6 nachten
Geverifieerde gastenbeoordeling van Hotels.com
