Hotéis em Szár, FE

"We had an extremely negative experience with this hotel. We arrived in Budapest around 2 a.m. and went straight to the hotel, which is far from the city center. Upon arrival, the receptionist said there was no reservation under my name, Rafael, even though it was active in the Hoteis.com app and we had the voucher. He claimed the reservation was canceled, that the hotel was full, and that nothing could be done, refusing any alternatives or help. We were with our entire family, including my 8-year-old son and my 60-year-old mother-in-law, and were left alone in an unfamiliar city, in the middle of the night, in very cold weather, with all our luggage, without any support from the hotel or Hoteis.com. To secure a stay at another hotel, we faced many troubles and extra costs, totaling around 200 euros, including taxi, meals, and the difference in accommodation, and had to handle everything ourselves. Later, it became clear there was a miscommunication between the hotel and Hoteis.com. The hotel mistakenly interpreted a cancellation inquiry as an actual cancellation, while the reservation was never canceled and remained active in the app. Even after this error, the hotel’s response was terrible, showing no empathy, providing no solutions, and offering no support. I strongly recommend extreme caution before choosing this hotel, so no one else has to face the distressing situation we experienced."