4/10 Lumayan
15 Jul 2025
We stayed one night at this hotel in Florence, and everything went well — until breakfast. We had booked through Hotel.com with breakfast included, clearly stated on our reservation confirmation (available on the app).
However, upon entering the breakfast room, we were told that we had to pay €18 per person. We showed our confirmation — yes, in French — but the staff refused to even look at it, relying solely on their own invoice. There was no attempt to understand or verify our claim.
Given the situation and the lack of cooperation, we chose not to have breakfast at all rather than pay again for something that was already included. As a result, we received neither breakfast nor any refund for a service we had paid for.
This kind of disagreement between the hotel and the booking platform should not fall on the customer. The lack of professionalism and consideration left a sour taste at the end of an otherwise pleasant stay.
Cédric
Cédric, perjalanan keluarga 1 malam
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