Sabina G.
1/5
The answer bellow from the owner is a big lie. Yes, they agreed to accept us after 19 hours, but it is not true that we didn't notice them about our arrival. We were in contact all the time, and half an hour before arriving to Fara Novarese also informed them that we have about 30 minutes to reach the acomodation. And at that point (so when we told them when we would arrive) they cancelled our reservation and charged us for the full stay, including breakfast! The excuse bellow about so called bureaucracy is the most hilarious and stupid excuse ever - I am working in tourism for over 30 years and I know exactly that things can be done in the morning - things that in any case take 5 minutes! They obviously actually waited after midnight so they could charge us and not provide the service! In addition even booking staff contacted them and asked for a refund but never got an answer from the owners! How arrogant must one be and how very unprofessional to do that!
Me as a host would never ever dare to do that to my guests! Never in my life, no matter what - let alone charge guests for the service not provided!
Shame on you, Silvia!
Mi dispiace molto per la vostra disavventure. Come da voi raccontato abbiamo cercato di comprendere la situazione e venirvi incontro il più possibile accettando un check alle 22/23 invece delle 19:00 .Dopo avervi concesso un ulteriore ritardo di un ora e poi un altra ora ancora , quando all' una di notte senza avere vostre notizie e la certezza dell orario di arrivo ho dovuto chiedervi di trovare un altra soluzione in quanto siamo un b&b e non abbiamo una reception h 24. In più ci sono delle questioni burocratiche da espletare al vostro arrivo che vanno espletate entro la mezzanotte e non sono decise da me.
Le condizioni di addebito del mancato pernottamento sono regolate da booking. Saluti Silvia
