This hotel was a nightmare. When we checked in we were told that there is a wedding party in the hotel and they hope that we don't mind it. We said it should be all right. When we entered the room we were shocked, it looked old, weary and all the pirctures and furniture were dark and reminded us a funeral home. We did try to ask for an other room, however since we were 3 with a dog, they were unable to offer a similar room. Having no alternative, we agreed to stay. The rooms have no a/c and our room was overlooking a courtyard (later we found out that this was the top of the atrium over the restaurant). Unfortunately we did not realise nor we were told that the 2nd window opened right into the restaurant area where the wedding party took place. We went for a walk and had a dinner late afternoon and when we retuned, we had to realise that the wedding is sort of taking place in our room. Sounds weird but this was the case. Since the noise was unbereable we decided to go out for a walk and returned again before midnight. We talked to to recepcionist and asked for an alternative, he told us that the only rooms they have also face this courtyard and not much difference could be expected. Upon entering our room we had to face the fact that we had no chance to sleep and not only the music was loud but also the heavy smoking from downstairs was awful. At around 2.30 AM, we felt that we could not cope with this anylonger, so we called the front desk and asked for being accommodated in an other hotel or we leave without any payment. I also asked for the manager as I thought it was the most unfair and humiliating that they had sold this room. Unfortunately the front desk guy could reach no one, though he tried his best to do something for us, however he refuse to walk us to an other hotel. He tried to confort us by saying that the wedding party should be over at 3.00 AM... Even this ending time is a joke, but we felt that in a 1/2 hour we might be able to get some sleep. This was not the case as the party was extended to 4 AM. At 3.30 AM I walked down to the front desk begging for some solution. I was showed two small rooms just above our room, however, they were so small and smelly and the noise reached up there too,that it was useless to move to something that is even worse or the same.... (kind of out of the frying pan into the fire situation).... At this point I wrote a letter and stated that we are not going to pay for a service that was not given and asked the front office personal to sign a copy of my letter that he had taken the original from me. Finally the music stopped at 4.04(!!!!) AM and the cleaing process started as the same restaurant was supposed to be opened for breakfast at 7 AM.... around 6 AM we fell asleep..... We got up frustrated and tired and and just in time to get some breakfast before 11. I don't want to go into details about the quality of the breakfast, but that also reflects the whole hotel experience. (Dirty tables, empty trays on teh buffet table, etc..). When whe checked out, the smily girl behind the front desk new about our saga and she said that she talked to the manager and they are offering 25% discount as a gesture of goodwill. I could not beleive to my ears. I said that we are not paying for the room as we were unable to sleep or have a rest until 6 AM, however we do pay for the berakfast as 2 of us used it and also for the parking fee. Since she could not authorise this, she called the manager, who instead of appologizing for the whole situation, started to accuse us that we were informed about the wedding and anyway we did get some sleep as 7 AM when her colleagues informed her about the "problem" we were in our room sleeping. I was shocked to hear this from the manager and said, than I feel sorry that finally we could fall asleep at around 6 AM and did dare to sleep some 2-2,5 hours. She repeated that they only offer 25% and when we booked the hotel we entered into a contract and we do have obligations.... hmmmm we do have obligations, they don't........ ineteresting. At this point I started to shout and told her that I am not willing for pay for something that was not given to us. She said no problem we will hear from their lawyer and we can walk away without paying. At this point I felt that this is even more humiliating than whant they cased to us during the night. I told her that I do not stop shouting and not leaving from the hotel until we come to a solution on the spot. Finally she said, all right we should only pay for the breakfast and the parking fee. Still not a word of apology. I've been all over the world, visited more than 120 countries, just this year stayed some 50 hotel night in various hotels, mainly Marriott and Hyatt brands (usuall at a lower rates than in this 4 Star Sopron Best Western property), but NEVER EVER had such an experience and such an ignorant approach than in this hotel. Our whole weekend was ruined, we could not enjoy our programs on the 2nd day as we were so sleapy and tired and annoyed. We were looking for a pleasant weekend and finally we ended up in hell. I also can not understand and acept that we were offered this solution only when I raised my voice instead of having his offered by the hotel automatically along with some apologetic words....
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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We are really sorry for your bad experience. Fortunately weedings in Hungary last until early in the morning and this was brought to your attention when checking in. What else could our colleague do, than bring this to your attention and ask whether you still would like to stay despite this fact. Despite this we are really sorry for your experience. We are happy to welcome any suggestions and will try to imporve and satisfy customers needs as shown by most of the entries at TripAdvisor.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC