In connection with our booking 72052667591370 (Borgselius & Christensen) with accommodation from Saturday 2/3 to Sunday 3/3 2024 at Nash Suites at Geneva Airport, we unfortunately had a boring and unsatisfactory experience. We had booked and paid for a junior suite for 4 people. We were traveling with 2 adults and 2 children and had booked this type of room to be able to sleep in the same room. When we arrive at the hotel, we are handed our key and come up to the room, where it turns out that there are already 2 people living there, who do not have to check out until the following day. The reception cannot explain the error as it appears in their system that the customer should have already checked out, but the customer has a confirmation by email documenting check-out on 3/3 2024. After a long wait and frustration at not being able to get our booked room. We were at this point at 22.30 with two very tired children and had to fly from Geneva at 07.15 the next morning. The receptionist called other staff who also could not help or understand the error. After over 30 minutes of waiting, we were offered 2 single rooms which were not next to each other or we had to find another hotel in the city. Very unsatisfactory and definitely not good customer service. We had just booked this room to be able to sleep together with our children in the same room.
As said not satisfactory and according to our paid booking. We therefore asked the hotel for a discount or refund of our booking. T