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“Overbooked!”

written by MarilynAtStHelens on 28/11/2016

Arrived in Zante Sunday night Sep 11th really looking forward to our stay here on the seafront (right at the beach) with breakfast included to be told by rep at airport that it was overbooked and there wasn't a room for us! She said they had changed us to one in Alykanas and it was an upgrade. You must be joking! Thereby hangs another review which I won't go into at this time except to say it was terrible and not in the hotel there but budget room with a resident mouse. We booked the Astoria on the beach in Alykes as my partner has very bad arthritis in his hips and is waiting for a hip replacement so cannot walk far without a lot of pain. We like to go in the sea not a pool. This had been arranged for us at the Astoria as she informed me she had been told to find somewhere for us since they had no room for us. We were one of three couples overbooked there, all arrived same day (not all on same flight) and all moved to same place on outskirts of Alykanas. Astoria Hotel admitted its fault but we got no apology. We went to the Astoria for lunch twice although we resented giving them any custom after what happened but thought we should see what we were missing and give them chance to apologize and you'd think after what they did we might have been given a complementary coffee or something but no, nothing and still no apology! To be fair, the hotel looks fabulous, but I have to rate it as terrible for what happened. Not only did they not apologize but told us off for not giving them our accommodation voucher! Rep told us to hand it in at the other place which is what we did but she and the English lady at the Astoria both told us we should not have done that. You look forward all year to your holiday and when you book over 9 months in advance you expect to have a room. She told us she only got our booking from Olympic in July as Olympic did not have a system but she also told us she only told Olympic a week before our booking that she could not accommodate us! Olympic Manager disputed this and said the hotel only informed them on the Friday night of Sep 9th. Either way, it is totally unsatisfactory. While I feel that Olympic should have sorted it out it must have been a nightmare task with such short notice. If the Astoria had told them when they first got the booking in July, they had 2 months to try to sort it. Seems odd to us that the Astoria had to find us somewhere else but the Olympic Manager told us it is partly the hotel's responsibility. At any rate, although the hotel is in a perfect location, I would never consider booking there again as I cannot trust the booking to be honoured. I expect there are a number of disappointed people as the rep told us the hotel was overbooked all September!