ganz schlechte Erfahrung
ganz schlechte Erfahrung. Im Hotel haben wir eine Preiserhöhung von 300 Eur bekommen. Wir haben mit dem Reiseveranstalter kontaktiert und sie haben damit nichts gemacht.
Antwort von Stayforlong
Good morning Mehmet,
We sincerely apologize for the bad experience your parents had upon arrival at the hotel, and we completely understand the frustration this unexpected charge caused. We would like to clearly explain what happened so there is no ambiguity regarding how these situations occur.
Hotels offer different pricing tiers depending on the traveler's country of residence. In this instance, the reservation was made using a rate intended for the European market.
However, at check-in, the hotel requested identification from the guests—in this case, your parents. Upon verifying that they reside in a non-European country, the hotel enforced its own internal policy: requiring the payment of a 'market difference' supplement in order to grant access to the room.
We want to make it clear that this additional charge was neither collected nor requested by Stayforlong; rather, it reflects a policy imposed directly by the property itself. As an intermediary agency, we do not have the authority to alter or override the nationality or residency rules enforced by individual hotels on site.
Our customer support team communicated the official position of both the supplier and the property at the time after looking into your case.
We truly regret the inconvenience these local policies caused.
Sincerely,
The Stayforlong Team