I am a medical doctor from Portugal and I had a Course in Innsbruck in February. I booked on the 20th January a reservation for 2 double rooms at Hotel Binders from the 26th to the 28th of February 2008 through Bookings.com (reservation 127525936). This design hotel was offering 68euros for an anticipated booking of the double rooms. Due to good publicity as to photos of the hotel are concerned, good reviews from Lonely Planet travel guide and ahead of schedule planning, I also asked for a room on the top floor, as they seemed nicer on the pictures.
When I arrived at the hotel, I was surprised and disappointed to verify that I was offered very small TWIN rooms at the FIRST floor of the hotel. When I asked the reception about this, they stated that:
1. Upper rooms where not available at the time of reservation: they stated that they called Bookings.com about this so they could inform me, but I never got this information. Had I been informed in due time, I might have been compelled to choose another hotel.
2. They said that bookings.com do not mention the difference between double vs twin rooms in the reservation: well, I specifically asked for double rooms (I was travelling with my husband) and it is clearly differenced in Bookings.com between double and twin rooms as you go through the booking process, unless otherwise specified (which it was not).
3. The rooms were VERY VERY small, as opposed to what was clearly depicted on the Binders Hotel website.
4. When confronted with these facts, the manager of the hotel underlined that we had chosen the lowest rate (so we should not expect nicer, more expensive rooms) and that Innsbruck was full in terms of hotel rooms. Regarding this subject, I believe that (1) by making a reservation with such an anticipation I should have been given a BETTER room instead of a poorer one and (2) Innsbruck was not really that full because we found another hotel to stay on that same day, at a lower rate and better quality (Hotel ENGL).
5. When I asked to make a complaint in the complaints book, the hotel manager clearly stated that there was NO complaints book and that all complains in Austria were done online, through the hotel website (the link to which I was not able to find).
I do not usually complain, especially when on holiday, but this situation really bothered me and I do not want it to happen to other people.
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To poor that you had a bad experience. In my experience in most hotel, you getter the nicer and larger rooms if you book directly with the hotel. It%26#39;s also easier for you (and to hotel) to specify special needs as they often really don%26#39;t go thru these booking websites.
In general you should also complain to bookings.com.
Complaints books are something typical for Portugal, I%26#39;ve never seen anything like that in Austria and most other countries.
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