2/10 Terrible
fernanda
Traveled with partner
3 February 2025
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Unacceptable Lack of Professionalism and Transparency
We stayed at imperial royal academy in December and had an unacceptable experience with their handling of charges and refunds. We provided our card for room service charges, but instead of the correct €103 charge, the hotel incorrectly charged us €992.42
What’s most alarming is that instead of correcting the mistake immediately, they only acknowledged it when we noticed and contacted them. They assured us that the refund would be processed within 14 days, but after the deadline passed, we had received nothing. When we followed up, they claimed they had made “another mistake” and that we had to wait another 14 days. Now, after yet another missed deadline, they still have not returned the money and are refusing to provide any proof of the refund process.
This situation reflects a serious lack of professionalism and transparency, raising concerns about the reliability of their payment system. I expect an immediate response from management and a final resolution to this issue.
fernanda
Stayed 4 nights in Dec 2024