We paid for a room with 1x King and 1x Queen bed for our family of 2 adults & 3 small children, however upon check-in we quickly realised we'd been given the incorrect room (1x Queen 1x single bed).
I addressed the issue with the woman at front desk and she very abrubtly said it was not their fault, the room we paid for doesn't exist and we had to take it up with lastminute.com. No sincere apology and an offer to move an extra single bed up to the room was the only option they could provide.
Absolutely appalled at the level of attitude this woman gave me, considering we had done nothing wrong and had only spent money on a room that was advertised as available!
The hotel reservation paper even stated the type of room we had booked/paid for (they would have seen this before allocating us a room) and they sent us up to a room they were well aware was not what we had paid for anyway.
The woman stated it was a common issue they were having, however had this been the case, an immediate apology explaining this would have been much better recieved, rather than telling me "we don't have that room, it's not our fault you were sold an unavailable room, take it up with whoever you booked with".
Will never stay or recommend this place to anyone. The roll-out bed they provided was like sleeping on a hard floor and the room provides no noise privacy from neighbouring rooms or hallway.
Worst experience as a travelling parent with children in tow - the most horrendous customer service