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Ariana S
Mice in property!! Appealing experience, terrible customer service
Forbes of Kingennie Country Resort的点评
点评：Completely appalling and unacceptable experience.. Never had to leave a property before.
The sewage system broke on our first night, we were left waiting all day with no solution. Staff were completely unhelpful, offering only apologies while taking no action to compensate for the serious disruption. They repeatedly claimed they “hold themselves to high standards,” which was clearly not the case.
At the end we were offered an alternative accommodation to much lower standard, lacked the facilities we paid for, and had clear signs of mice!!! Mice are absolutely unacceptable in any accommodation!!!. No compensation was offered. We refused to stay and asked for refund which the staff said they can’t help us with and we need to call the next day.
We then had to call multiple times over a month due to not receiving it, before staff finally acknowledged that the refund issue was their responsibility, not Booking’s, admitting it was their error.
This level of incompetence, poor hygiene, and empty promises completely ruined our holiday. Strongly warn others against dealing with this property!
The sewage system broke on our first night, we were left waiting all day with no solution. Staff were completely unhelpful, offering only apologies while taking no action to compensate for the serious disruption. They repeatedly claimed they “hold themselves to high standards,” which was clearly not the case.
At the end we were offered an alternative accommodation to much lower standard, lacked the facilities we paid for, and had clear signs of mice!!! Mice are absolutely unacceptable in any accommodation!!!. No compensation was offered. We refused to stay and asked for refund which the staff said they can’t help us with and we need to call the next day.
We then had to call multiple times over a month due to not receiving it, before staff finally acknowledged that the refund issue was their responsibility, not Booking’s, admitting it was their error.
This level of incompetence, poor hygiene, and empty promises completely ruined our holiday. Strongly warn others against dealing with this property!
翻译：这是一次糟糕透顶、令人无法接受的经历。我们以前从未遇到过这种情况。
入住第一晚，污水系统就坏了，我们白等了一整天，却没有任何解决办法。工作人员态度极其冷漠，只会道歉，却没有任何措施来弥补我们遭受的严重损失。他们反复声称自己“秉持高标准”，但显然并非如此。
最后，他们给我们安排了一间条件差很多的替代住宿，不仅缺少我们付费的设施，而且还有明显的鼠患！任何住宿场所出现老鼠都是绝对不能容忍的！他们没有提供任何补偿。我们拒绝入住并要求退款，但工作人员却说他们无能为力，让我们第二天再打电话。
之后的一个月里，我们因为迟迟没有收到退款，不得不多次打电话询问，最终工作人员才承认退款问题是他们的责任，而不是Booking的责任，承认是他们的错误。
这种程度的无能、糟糕的卫生状况和空头支票彻底毁了我们的假期。强烈建议大家不要选择这家住宿！
入住第一晚，污水系统就坏了，我们白等了一整天，却没有任何解决办法。工作人员态度极其冷漠，只会道歉，却没有任何措施来弥补我们遭受的严重损失。他们反复声称自己“秉持高标准”，但显然并非如此。
最后，他们给我们安排了一间条件差很多的替代住宿，不仅缺少我们付费的设施，而且还有明显的鼠患！任何住宿场所出现老鼠都是绝对不能容忍的！他们没有提供任何补偿。我们拒绝入住并要求退款，但工作人员却说他们无能为力，让我们第二天再打电话。
之后的一个月里，我们因为迟迟没有收到退款，不得不多次打电话询问，最终工作人员才承认退款问题是他们的责任，而不是Booking的责任，承认是他们的错误。
这种程度的无能、糟糕的卫生状况和空头支票彻底毁了我们的假期。强烈建议大家不要选择这家住宿！
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