I would like to express how disappointed our family was with our stay at your hotel.
Our experience started before we even arrived. Around 36 hours before check-in, I called to ask if it would be possible to postpone our stay by one night because the ferry from Läsö to Fredrikshavn was fully booked. I was told this was impossible. We also had a separate two-night reservation with your hotel, which I could have cancelled, but I decided to keep it.
To make matters worse, I did not receive any Hotels.com reward credits because the first night was cancelled by you?, even though I never accepted or agreed to that cancellation.
When we arrived, we were initially given Room 212, which our children (aged 6 and 9) were very happy with. After unpacking, making all the beds, and settling in, we discovered that the toilet could not be flushed.
Eventually, the staff at the reception managed to arrange another room for us, Room 202. Unfortunately, this room was located directly above the outdoor smoking area. Our youngest son felt sick on several occasions because of the cigarette smoke, and we ended up leaving the hotel.
I explained all of these issues to your staff, but they referred to a policy and said there was nothing they could do. I asked them to escalate the matter to their manager, but I have no idea whether that ever happened.
I emailed you twice but you still have not answered (3 weeks ago)