We have asked for a free upgrade from a standard suite to Grand suite for our first time staying in Valencia by email before arrival. They said by email its 120€ additional; which we did not confirm or accept either by writing or verbally that we would pay 120€. At our arrival, the receptionist said the upgrade was accepted for free and gave us a paper with our total amount that we have paid. (On the paper it is even written Suite and not Grand Suite). At our check out, Jonathan the receptionist, said you still have to pay 120€; and we were surprised about that; we have explained him the situation, he did not want to understand a word of it, he was Impolite, agressive, and not professional at all. He even said that we are liars. We have tried to ask for a Manager or a director he said no one is here, i cannot help you, just pay the 120€… That was very rude. He said fill a complaint form and we will study your case and see if we can reimburse you. Once we have paid the 120€ and filled the form he said now you have go to an office in Valencia that is a governmental office (which is closed on Saturday, and open only on Monday, while we travel on Saturday) to put your complaint. Thats was a lie, because initially he said that the Hotel offices will study the case. We are expecting now that the hotel Director will read that message and will call me directly so we can chat about that matter. We really expect a total reimbursement of the additional amount. To bad to stay on that reputation. Depending on the final decision of the hotel i will rate the Hotel and the whole facility. We are very sad to end our stay with a very bad experience in Valencia.
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