Booking.com Reservation Ignored by Hotel at Check-In

We made three room reservations at Olivia Palm Hotel through Booking.com for the dates January 4–5, 2026. Our confirmation number is 5598****41, and the payment method was pay at the property. We arrived at the hotel as a group of three families traveling from abroad, expecting our rooms to be ready at check-in.

When we arrived at the hotel, we were kept waiting at the reception for about 30 minutes. After that, we were told—based on unconvincing explanations—that our rooms could not be provided. We were simply told “sorry,” as if our situation were normal. As a so-called solution, we were offered an alternative hotel of lower quality, which we could easily see—after a brief online search—was cheaper. We did not accept this option and were forced, as three families, to find another hotel on our own late at night, under stressful and difficult circumstances.

The stress, loss of time, and hardship we experienced were completely ignored. On top of that, being offered a discount “for a future stay, not now” did nothing to address the actual harm we suffered. Additionally, when we later checked Google Maps, we saw that the same room types we believed were reserved for us were being listed at much higher prices, which completely destroyed our trust.

Despite having valid reservations, not being given our rooms, being pushed toward a cheaper alternative, and having our situation treated lightly is unacceptable. I expect a clear explanation, that steps be taken to prevent similar situations, and that the hardship we experienced be compensated in a reasonable and fair manner.