6/10 OK
Sanna, Helsinki
1.12.2014
Hyvää: Siisteys, majoituspaikan kunto ja tilat ja huoneen mukavuus
Huonoa: Henkilökunta ja palvelu
Bad service
The service is not on the level of a high class hotel. Rooms had to be paid at arrival. When we left, they had no information of the payment and I had to show my receipt of the payment so that I didn't have to pay again. My friend got room which was really hot, the temperature was 30 degrees (in the winter). When she complained, the first response was "Well, you only booked a standard room". When they finally agreed to change the room as the temperature could not be changed, she got a room the size of a closet. When she complained about that, she was told that the hotel was full. We could see that it was not full, the breakfast room and corridors were empty. Then we were told that our rooms are not including breakfast. I had fortunately my receipt from hotels.com which said that breakfast is included. They did not believe it but said that they will let us have breakfast as a sign of good will from them. When we were leaving, in addition of trying to charge us again for the rooms that we had already paid for, the receptionist mentioned many times like in shock that we have a big bill on the room for drinks in the bar. So what? We were there on the counter to pay for it. And a ridiculous thing was that we had to wait at the counter until they check our rooms, apparently they assume that we will lie about how much we have used from the minibar.
