Dear a&o Hotels Team,I am writing to formally express my dissatisfaction with a very concerning experience we had during our recent visit to your hotel, which ultimately led us to leave the premises without checking in.Upon our arrival, while we were waiting to receive our room key, we witnessed a deeply troubling situation: another guest came to the reception and reported that a key had been given to a stranger, who was found lying in his bed when he entered his assigned room. Instead of handling the situation with empathy and professionalism, the reception staff appeared to blame the guest for the incident. This alarming breach of security raised serious concerns for us, especially as we were traveling as a family—two adults and two children—with a booking made via Booking.com.Given the circumstances, we decided to leave the hotel approximately 10 minutes later, as we no longer felt safe or comfortable staying there. I informed the receptionist of our decision and clearly explained our concerns, but he showed no understanding or interest in addressing the issue.Since then, neither I nor Booking.com have been able to reach you for a response regarding a full refund, which I believe we are rightfully entitled to, considering we did not stay at the hotel due to a legitimate safety concern.I kindly urge you to look into this matter seriously and process a full refund for our booking as soon as possible.I look forward to your prompt response.
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